Paid Engine builder and 1 year later not done.
09-16-18, 02:25 AM
#51
Hi guys, this is Elliot now. To be clear Shawn sometimes logs into my name to catch up on messages etc. I do pay Shawn as an employee here to interact with customers as I am just usually too busy. Shawn for example answers the phones here. Shawn has always responded almost instantaneously to the OP BTW.
I am not holding anyone's cars, or money hostage here. Anyone is free at any time to pickup their car, etc. Unfortunately we do get pulled in too many directions too many times, and this one is way over due. I am at the moment almost done with the shortblock. We are at this moment in time not accepting any new engine builds, and have the intention of phasing out cars completely by winter time. We usually only do 3-4 a year anyhow, and those are usually all out builds, with no time frames, and blank checks.
Jeremy I spoke to you on FB on August the 7th, 30th, and this morning. So to be clear you have been in contact with, and to be honest if this was as big of a deal as you make it out to be, why haven't you driven over here? I only took this job on because I felt bad seeing a customer blow their engine, all of the money you have given us has been used on parts, we have seen zero profit. Again I am sorry this has taken this long, it was not my intention.
I am not holding anyone's cars, or money hostage here. Anyone is free at any time to pickup their car, etc. Unfortunately we do get pulled in too many directions too many times, and this one is way over due. I am at the moment almost done with the shortblock. We are at this moment in time not accepting any new engine builds, and have the intention of phasing out cars completely by winter time. We usually only do 3-4 a year anyhow, and those are usually all out builds, with no time frames, and blank checks.
Jeremy I spoke to you on FB on August the 7th, 30th, and this morning. So to be clear you have been in contact with, and to be honest if this was as big of a deal as you make it out to be, why haven't you driven over here? I only took this job on because I felt bad seeing a customer blow their engine, all of the money you have given us has been used on parts, we have seen zero profit. Again I am sorry this has taken this long, it was not my intention.
This might be the most garbage response I’ve ever seen written publicly from a business owner. I guess we should all be happy you laid it out and you were honest how you feel about your customers and what’s really important to you.
Humility isn’t your strong suit and either is empathy.
Don’t do anyone favors anymore because it seems to turn out poorly for you and them. You felt so bad for him that you didn’t build his motor in a year and then challenge him on why he didn’t take a drive to your shop if it was such a big deal?
Unfortunatly for this customer he wasn’t spending enough money to make it worth your while to do the job you agreed on. Had it been a blank check you may have found your way to completing it. You are obviously so busy and his business so insignificant that he should be lucky you even took the job? Do we have this all correct?
I for one am glad you elegantly described your attitude towards what customers you prioritize. Makes it easy for other perspective customers to evaluate what the reality of doing business with you is like. Makes for clear headed decisions.
Again, thanks for your honesty.
09-17-18, 11:47 AM
#53
Ban Peak
iTrader: (49)
Elliot more or less said that because you're not a "blank check" customer and he was doing you a favor he didn't care about a timeline for your car and that you needed to drive over to the shop to get them moving on it instead of trying to communicate by e-mail or phone like a reasonable human being. I refrained from posting after your response to his because you still wanted to give him the opportunity to "fix" this after he said what I recapped above.
When this is all wrapped up I don't see a result other than you having a chapped ***. It seems as if you're enabling them at this point instead of just wrapping it up.
When this is all wrapped up I don't see a result other than you having a chapped ***. It seems as if you're enabling them at this point instead of just wrapping it up.
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Enthu (10-01-18)
09-17-18, 12:43 PM
#55
Well, when I said that I meant for parts and not labor services. Shawn had been great and responsive but anytime it was about my engine build, I was deferred and given non-committal answers that kept pushing the date out with no end in sight. I was implicating in the capacity that I'd buy a part and get it as I pay. However, you've got a good point. I'll heed it. Plenty of other vendors that I have purchased from with zero issue. Sake Bomb Garage, FFE, Modern Automotive Performance, DB Performance and many others. As of Friday September 14 there's 20 days to get this resolved.
09-17-18, 12:54 PM
#56
Elliot more or less said that because you're not a "blank check" customer and he was doing you a favor he didn't care about a timeline for your car and that you needed to drive over to the shop to get them moving on it instead of trying to communicate by e-mail or phone like a reasonable human being. I refrained from posting after your response to his because you still wanted to give him the opportunity to "fix" this after he said what I recapped above.
When this is all wrapped up I don't see a result other than you having a chapped ***. It seems as if you're enabling them at this point instead of just wrapping it up.
When this is all wrapped up I don't see a result other than you having a chapped ***. It seems as if you're enabling them at this point instead of just wrapping it up.
09-20-18, 08:23 AM
#57
Hopefully it all gets resolved and you, the customer is taken care of.
I run several businesses and one thing that I do to all my managers and the people that work with me is to emphasize the customer relationship. Be honest and up front and to remind yourself that everything we do (including jobs that we typically love) is about the customer. In this situation I think the customer was lost in a busy fray and there was plenty of great advice done by posters in the forum to hopefully help this shop in the future.
Keep us updated!
I run several businesses and one thing that I do to all my managers and the people that work with me is to emphasize the customer relationship. Be honest and up front and to remind yourself that everything we do (including jobs that we typically love) is about the customer. In this situation I think the customer was lost in a busy fray and there was plenty of great advice done by posters in the forum to hopefully help this shop in the future.
Keep us updated!
09-21-18, 01:34 PM
#60
I received notice from Turblown that the shortblock is mostly re-assembled with a photo for proof. I'll keep it updated as this unfolds. For myself, I will never go into any work like this without a written agreement and concrete timeline at the start and Turblown needs to improve communication and work on properly setting expectations. After the car is running and back, I'll be working on the single conversion from the BNR 3s. then onto paint and body. I just need to get the car back! Turblown has the option to abort the job as I offered to pick up the car in whatever state of disassembly its in, but Turblown opted to complete the work. they have a 13 days to meet the deadline and satisfy the conditions of completing the work or returning the incomplete car and parts. .
09-21-18, 02:00 PM
#63
I used to offer builds for people and also pulls and installs as well. I would give an estimated date it would be completed and do my best to keep that date. Things happen and sometimes it would be 30-60 days beyond the original quoted date. Never beyond that and I would always keep communication with the customer. Over a year is unacceptable and the response above was comical at best. Hopefully Elliot makes this right.
09-25-18, 02:44 PM
#66
It's good to see things are getting resolved.
I think all vendors should take care to keep their customers happy even when they are not of the "blank check" variety because something like a simple engine build can turn into a post like this that will drive away a ton of potential business. Overall, here are a few great ways to avoid ending up with bad customer reviews...
* Take some time out of your day to communicate with customers or hire someone to monitor emails and messages
* Be up front about realistic timelines
* Do not take on work you cannot complete in a timely manner until you are ready for it.
* For long projects, follow contractor protocols where you establish mile stones that require partial payments and be clear about what they are for (parts/labor/etc)
* Work on a first-in first-out queue where you don't need multiple customer cars on site collecting dust for months at a time.
* Do not play favorites with your customers by breaking the queue to help someone, especially if it will throw off other customer timelines
These basic principles should ensure you NEVER have a car sitting in your lot for a year. I know builds don't turn around in 2 weeks like on cable TV but if you've got your **** together, customers should be updated every week on the progress of their build, even if it's something like "Sorry, we are waiting on a custom part from another vendor and it hasn't arrived yet".
I think all vendors should take care to keep their customers happy even when they are not of the "blank check" variety because something like a simple engine build can turn into a post like this that will drive away a ton of potential business. Overall, here are a few great ways to avoid ending up with bad customer reviews...
* Take some time out of your day to communicate with customers or hire someone to monitor emails and messages
* Be up front about realistic timelines
* Do not take on work you cannot complete in a timely manner until you are ready for it.
* For long projects, follow contractor protocols where you establish mile stones that require partial payments and be clear about what they are for (parts/labor/etc)
* Work on a first-in first-out queue where you don't need multiple customer cars on site collecting dust for months at a time.
* Do not play favorites with your customers by breaking the queue to help someone, especially if it will throw off other customer timelines
These basic principles should ensure you NEVER have a car sitting in your lot for a year. I know builds don't turn around in 2 weeks like on cable TV but if you've got your **** together, customers should be updated every week on the progress of their build, even if it's something like "Sorry, we are waiting on a custom part from another vendor and it hasn't arrived yet".
09-26-18, 11:08 AM
#67
Not only that, but it could have been a blank check type build or at least closer to one. I was willing to take recommendations and add more parts. When the build took so long to get anywhere though, when the recommendations actually started coming in, I had no confidence in it ever getting done. If instead back in May I would have gotten a photo of the assembled engine and then offered all the extra parts, I would have gone ahead with the single turbo build path. Instead I spent that money on my Evo, music gear and other things rather than dedicating it to a project that kept getting pushed back. Had it been a first in first out or at the very least a set timeline this would have been much more painless for myself and Turblown.
Turblown is now communicating and updating me as the project progresses. Recommendations were given and notes were shared. The FD is back in one piece and undergoing test runs. Engine was built with optional parts I chose to add.
Turblown is now communicating and updating me as the project progresses. Recommendations were given and notes were shared. The FD is back in one piece and undergoing test runs. Engine was built with optional parts I chose to add.
09-26-18, 11:51 AM
#68
Yikes on the quick, angry engine stack like TwinCharged and Molotov mentioned. I have a feeling that's what I ended up with because I raised Addicted's Hell after a couple months of not hearing back. That made things worse for sure. SakeBomb guys found zipties in my engine, holding open actuators and ****. Just straight-up Hillbilly hacked.
There is nothing wrong with brown nosing them until your car is back in your possession. I piped up and got bent over.
There is nothing wrong with brown nosing them until your car is back in your possession. I piped up and got bent over.
09-26-18, 11:52 AM
#69
Yikes on the quick, angry engine stack like TwinCharged and Molotov mentioned. I have a feeling that's what I ended up with because I raised Addicted's Hell after a couple months of paying in full and not hearing back. That made things worse for sure. SakeBomb guys found zipties in my engine, holding open actuators and ****. Just straight-up Hillbilly hacked.
There is nothing wrong with brown nosing them until your car is back in your possession. I piped up and got bent over.
There is nothing wrong with brown nosing them until your car is back in your possession. I piped up and got bent over.
09-26-18, 12:48 PM
#71
oh man! the self-quote edit error! I'm really just not an Angry person. I play in a metal band and yell really loud, lift 3 times a week so that helps keep me mellow. My wife tells me I am a robot and I need an emotion chip installed. I like to believe people will do the right thing, but I prepare for them not. I posted here for advice on how to handle this kind of situation. I got it. I took proper steps from that point, documented everything and took action. The job is now being done. If it's done correctly, you'll hear about it. If it's a hack job, we'll know quick. Turbosource will save some face if done it right. When served, a still fairly generous amount of time was given to complete the job if it was indeed at the stage it was claimed to be. Turbosource has nothing to gain by hack-jobbing it, as it's only going to draw it out further and gain negative credibility.
Turbosource informed me pickup can occur tomorrow. Just working out to see if RockinRotary can accompany me to help inspect. updates to come.
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Molotovman (09-26-18)
09-26-18, 10:19 PM
#72
For your inconvenience, Turblown must be required to warranty your engine against any and all problems for 2 years or 20,000 miles. Anything less will not be acceptable. This will insure that he does things right.
Dont ask. Demand it. Given the circumstances, it is perfectly reasonable.
Dont ask. Demand it. Given the circumstances, it is perfectly reasonable.
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Enthu (10-01-18)
09-28-18, 09:40 AM
#73
I met with Turblown last night got the car back. Suddenly it was like Turblown was the business they were supposed to be. I addressed the issue with taking so long. Elliot was now at this point accommodating. I didn't beat around the bush though and explained how this was not okay that it took so long. He did outright apologize. He wants to monitor the break in period. I'll update this as it goes. Communication has improved drastically as of this week.
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Natey (09-28-18)
09-28-18, 10:52 AM
#75
You're being much more respectful and patient than I was when I was in this position. I meant the builder. Y'know, **** him off today, then when he's putting your engine together tomorrow...less ***** are then given.I'm glad this is working out for you, and I'm equally as glad to see Turblown taking care of your problem in a professional manner. Good luck getting the car back on the road!