ComplaintsforObsessive Compulsive Diesel Ltd

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a long block engine from OCD in March of 2021 with new injectors, early 2023 the truck started blowing blue smoke really bad and knocking on startup and indicated there was an injector problem. I brought the truck in to OCD on Jan 23 to have the injectors tested under warranty, later the next day they called and said that they recommend changing the glow plugs because they had to rule that out, as well add stiction eliminator. They added stiction eliminator and changed the glow plugs for $1,112.59. They recommended running the stiction eliminator to see if it cleans up because the glow plugs didn't correct my original concern. I changed the oil and added stiction eliminator again to see if it would help, it didn't help. I rebooked the truck May 8th for glow plug warranty and they advised that there is no warranty left and it is all on my dime. The ***** **** misled me on correct repair and dismissed my original concerns of injectors and slapped me with a bill for glow plugs saying that is the only way to get warranty when in fact it would have been cheaper for me to just get the injectors tested for $600 dollars if it was going to be my cost anyway. I don't believe that I should have to pay for testing of injectors that are under warranty, and it is very underhanded to deal with customers this way. I spent approx. $20,000 dollars at this shop in a year, and they have done everything to put the responsibility on someone else. Not to mention the exhaust leak I have had to pay for twice on their poor installation at the turbo and it is leaking again.

  Business response

  16/05/2023

  Thank you for the feed back, we will state the facts of this situation and what has been done to help rectify this. Our first transaction with ****** ******** and his 2004 Ford F350 pick up truck was in Feb 02  2021 where he purchased a replacement long block engine, we sourced that engine from a company called ********** ********* as they produce high quality remanufactured engines. The current mileage on the truck at that point was 271876k from what we have documented. We did replace the glow plug harnesses at that time because they were heat soaked and dry rotted and could not be trusted to re install and not leak, The glow plugs were not replaced at this time as the resistance values measured while inspecting the glow plugs were within specs. 
  
  The customer returned March 19 2021 at 272000k with the complaint of hard starting, we performed an oil change and briefly checked glow plug harness connections were tight and glow plug module was operational. Needed more time to diagnose the truck, left with us for an extended period of time to cold soak over night etc. Vehicle could not be left at this time  
  
  The customer returned March 24 2021 at 273424k with the complaint of hard starting, our technician noted glow plug harness resistances check out but did find pin tension issues. Tightened pin tension and let the vehicle cold soak and then stated starts good with minimal normal diesel smoke and no mis firing present. 
  
  We performed some warranty work March 10 2022 at 280275K for a leaky front main seal which was caught on replacing the customers leaking water pump assembly which was transferred from the original engine and onto the new engine.  There was no complaint of hard starting or smokey conditions on start up at this time which is approximately 1 year later and 6851K 
  
  Fast forward to January 23 2023 at 325470K the customer had a complaint of hard starting, smokey conditions. Looking back on previous work orders we had noticed the glow plugs have never been replaced and they may be faulty. The customer wanted to try and warranty the injectors in which we thoroughly explained we can do so and remove the injectors to send them back to GCL Diesel where they were purchased, The manufacturer would then test the injectors and if found within specs the customer would then be liable for payment for the R&R of the injectors as well as the testing charges. We chatted about the best course of action and know that the 6.0L HEUI style injectors are prone to stiction which can also cause this situation upon cold starting a diesel engine. The customer opted to replace the glow plugs and run some fuel additives as well as stiction eliminator through the engine oil system. We were very clear at this time about timelines as well as mileage and let the customer know taking this course of action would help his case against the manufacturer if there was an actual issue with the injectors and then the manufacturer could not question the health of his engines mechanicals ie. glow plugs, harnesses etc which are detrimental in the cold starting and ignition of diesel fuel to help promote combustion. The customer agreed and we performed replacement of the glow plugs with new ones, the vehicle was left with us to cold start multiple times and we did not see any out of the ordinary hard starting, abnormal smoking, or mis firing. The customer was well aware of the timeline and was told many times to not wait to long as the manufacturers warranty was only 2 years as or March 12 2023. Manufacturer warranty Mar 12 2021 - Mar 12 2023. The customer was to return before the manufacturers warranty was up and we could help this customer with a warrantable situation if it occurred. 
  
  The customer returned on May 8th 2023 with a complaint of blue smoke on start up of his Diesel Engine. We then stated to the customer that we can try to claim warranty on the injectors and also diagnose the blue smoke on start up as to see if anything has changed and if the blue smoke is considered normal for a Diesel engine of this caliber. We also proceeded to discuss the timeline being past the manufacturers warranty period and that if we remove the injectors and they deny warranty that the customer will be liable for any incurred charges such as Bench Testing the injectors, R&R of them, fluids etc. The customer was not happy about this and decided it was best to leave our facility in a dis orderly fashion proceeding to speed away in this vehicle. 
  
  Conclusion, Diesel engines require a certain amount of fuel on start up to help promote combustions and warm the combustion chambers in the pistons, The glow plugs are what ignite the diesel fuel and they can glow red hot for multiple minutes at a time depending on variables such as ambient temperatures, and ECT temperatures. Once the engines combustions chambers are hot enough the high compression ignition keeps the engine running and a diesel engine will usually have a slight haze at idle or low loaded conditions until the engine is up to temperature. Aftermarket PCM calibrations can also affect this situation with fueling modifiers built into the calibration. Also in the aftermarket these engines can be remanufactured with de lipped pistons which then hinder slightly the complete combustion of fuel at low load conditions such as idle, cold starting etc. We were more then happy to help this customer chase the manufacturer for warranty on those components but certain policies and procedures need to be met and proven to them such as glow plug health etc. We feel we have tried to lead this customer on the right path to success with the least intrusive, affordable diagnosis and repair of his 2004 Ford F350 Diesel. We will also make note that OCDiesel is not liable for a part they did not manufacture and follows the manufacturer warranty. 

  Customer response

  02/06/2023

  
  Complaint: 20036681
  
  I am rejecting this response because:

  In their first statement, we sourced the engine from ********** ********* is misleading as they, from my understanding own that business as well and is considered in house.  A quick google search identifies those companies operating at the same location and phone number.  

   

  CONTACT US

  Phone: ************

  Email: *******************

  Mon - Fri: 8AM - 5PM

  Sat - Sun: Closed

  Located: 15802 111 Ave NW, Edmonton, AB

   

  This statement alone substantiates my assertion of misleading business practices.

   

  The statement of warranty work for the waterpump was incorrect, in fact it was brought in for an oil leak under warranty and they caught the water pump leaking and I authorized them to replace it.  Statement is correct that there was no hard starting at this time.

   

  Fast forward to the glow plug issue at hand, I brought the truck into OCD for specifically injector testing under warranty, they recommended that I should do the glow plugs and add stiction eliminator and complete an oil change with another bottle of stiction eliminator which I did.  The hard start and smoking issue was never corrected, at no time was I warned of warranty expiration as I had brought the truck in before warranty expired with the expectation that this validated the problem under the original warranty period.  I was advised to change the oil, and that requires time as it is a km and time driven period.

   

  The statement that the glow plugs had corrected the problem was false and it was starting hard and smoking to the contrary of what they are claiming.

   

  Conclusion, OCD had suggested a different course of action than I had originally requested, they also told me the cost to test injectors under warranty was also mine to bear, if we had tested injectors as originally requested than I would have spent that money the first time and not spent over $1000 on glow plugs that didn't solve the problem.  They were ungenuine in their business practice, lacking clear direction on timelines and overall unhelpful in warranting their work.  If they were so adamant on the timeline for warranty I would suggest that would have been added to the invoice and expressly discussed.  They are just saying that now in their true fashion to get out of doing the right thing.  If it isn't written down it didn't happen.

   

  Thanks,

  
  *** ********

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