Complaints

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• Initial Complaint

  Date:28/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2014 ********* in March 2021 from *** **** ******. Financing through ***** *******. They had invoicing showing Black Stack ********** had gone through entire truck and did all required repairs ($31,281.98) and CVIP inspection before selling to us. We only purchased this truck because it had been gone through and should have had no issues. April 22/21 Transmission repairs ($3888.13) paid by *** **** ******. May 20/21 towed to Black Stack. Tow bill ($1864.80) Engine rebuild required. ($30,155.30) *** **** ****** gave us $6000 towards the repair only if we if I would sign a paper not to ask for and more $$ so had to refinance the rest through ***** *******. August 30/21 to Black Stack for oil leak. ($5895.30) Sept. 13/21 to Black Stack Engine light on Idling too high. Replaced sensor ($190.31). Sept. 20/21 to Black Stack engine light on. Cleared code ($103.69). October 21/21 go Black Stack check engine light on and loss of acceleration. Throttle pedal and oil change. ($2215.13). Nov. 18/22 to Black Stack Complete inframe overhaul (25,432.73) *****. December 20/21 towed from Kindersley to Black Stack ($2300). I contacted another mechanic he said they must have been rebuilding each time on a warped block. When confronted with this all of the sudden the block was warped and it was my fault. So owner offered to replace motor with one he had at no charge and labor discount. ($19085.55)*****. Mar. 1/22 to Black Stack new head gasket, small repairs and CVIP ($3838.79). May 16/22 back to Black Stack using coolant pump leak Warranty. When told them I wanted a specific pressure test and it failed they told me I had to go to third party. Took to ****** ********** head need to be replaced. New mechanic said was not done properly so Black Stack brought new head. ***** paid ****** ********** to be reimbursed from Black Stack. Black Stack to warranty bottom end ****** warranty top end. Sept. 6/22 Bottom gone. Sept. 26/22 No Black Stack reponse.

  Business Response

  Date: 05/10/2022

  Tell us why here...

  In
  response to claim * ******** submitted by
  ******* ******* **** We have always stood by our repairs and facilitated the
  warranty submissions for failures over and above what is required of us.
  
  The truck
  in question was brought to us by *** **** ****** with 1,257,501
  kilometers and 25,025 operating hours. The truck was in very poor condition
  when brought to us and *** **** ****** requested a Commercial Vehicle Inspection
  (CVIP) and a specifically tailored inspection for their units which we call a Red
  Deer Motors inspection. The CVIP is a safety inspection outlined by The Government
  of Alberta and the *** **** ****** inspection is a 56 item check list of system
  and component checks that are not covered on the CVIP inspection. These
  checklist items for the *** **** ****** inspections are items such as checking
  the operation of the Air conditioning system, filter checks, cosmetic defects,
  engine and bunk heater operation, fluid levels and other basic items. During our
  inspection we found several major defects that were detected during our regular
  inspection as well as items that were detected through past experience with ******* ******* for example we noticed a ticking noise coming from the top end of the
  engine which we advised our customer is likely a failed camshaft which we were
  then directed to inspect further and found that indeed the camshaft was
  defective and repaired as requested by *** **** ****** ($7,767.76 parts and
  labour). We had also noticed a rear structure oil leak which we were directed
  to repair as well ($5,576.96 parts and labour including worn out clutch
  replacement found during disassembly). during nearly every repair we ran into
  more defects that are undetectable until components are disassembled for
  example while replacing the camshaft we had to remove the charge air plumbing
  in which we found that the turbocharger to have a shaft seal leak which
  required the turbocharger and actuator to be replaced ($9280.07 parts and labour).
  These repairs alone cost $22,624.79 and along with the cost of the inspections
  and other repairs brought the final bill to $29,792.36 plus GST $1489.62 (total
  $31,281.98). That being said *** **** ****** does not request us to inspect the
  internals of major components UNLESS we have it disassembled and have access for
  further inspection because of an ongoing repair. During our history with *** **** ****** we have run into several situations where we have found more defective
  components during a repair and have never been met with any hesitation on
  repairing the newly found defects. For example on this truck when the rear
  structure leak was being repaired we found the clutch to have excess wear and
  brought it to the attention of *** **** ****** and they approved the replacement
  of the clutch and also asked that we inspect the internal gears of the
  transmission while it was removed. Our technician inspected the transmission by
  removing the top cover and confirmed it to be in good condition. The unit after
  sold to ******* ******* **** worked 7 days after going over a railway crossing
  as described by them. We did not replace the transmission but were informed
  that it was a major internal failure which in our experience is cause by
  operator abuse.
  
  After the
  transmission failure the unit was brought to our shop on May 20th,
  2021 with the complaint of white smoke from exhaust, surging and misfiring and multiple
  engine codes. We first diagnosed the turbo as being defective and upon further
  inspection found that it had foreign material lodged in it from an upstream
  engine failure which in turn required engine disassembly to diagnose further at
  which point we were put on hold by ******* ******* *** so that they could check
  on a previous engine rebuild that was done at a prior date to *** **** ****** acquiring
  the unit to see if there was warranty on the rebuild. We were informed that
  there was no warranty (we do not have all the details but were informed that
  the unit had roughly 170,000 km since this work was done and was a full rebuild
  which included a Cylinder Head replacement). We were then asked by ******* ******* *** to continue with disassembly. Once the Cylinder Head was removed we
  found that #5 cylinder had a valve seat drop out of it due to excessive
  cracking in the head just as we suspected which caused damage to #5 piston,
  Liner, injector rendering none of which reusable. While inspecting we also
  found several other pieces of foreign material that we were unsure of at first
  but upon further disassembly we found that there was an EGR block off plate
  that was broken and now small pieces of debris were in the exhaust. EGR block
  off plates are used during an emissions delete and whoever did the delete used
  poor materials to do so. At this point we advised the customer that the best
  course of action is to do a full engine rebuild or full engine replacement, if
  the engine was to be rebuilt a new turbo would be required (which would not
  have been able to be warrantied as the unit is deleted and had foreign material
  go through it, ******* also requires its turbos to be diagnosed by a ******* dealer
  in order to get the warranty) At this point we were met with extreme opposition
  from ******* ******* *** being that the engine was said to have been fully
  rebuilt recently by another shop which in turn we explained that it is not
  possible to do a thorough inspection and measurement of all components that may
  cause further catastrophic failures down the road. It was at this Point that
  ***** ******* got involved as they were financing the repairs that were to be
  done and I advised them of the same suggested action and was explicit that a
  proper reassembly could not be done and that we would only honor our
  workmanship warranty and facilitate parts warranty on components. The customer and
  ***** then thought about putting a Cat Engine in but after reviewing the cost
  of swapping to a Cat and all the extra work it would entail pushed to just replace
  the single cylinder liner, piston, injector and cylinder head. Again, we
  advised that this was not the correct action to take. We then received a phone call
  from ******* ******* **** and was yelled at and scorned for not going wanting
  to do the piece work and accused of telling ***** one thing and him another
  which was unfounded. We then agreed that we would just do the piece work (only replacing
  the one cylinder liner, one piston assembly, one injector and the cylinder head
  and all required seals and gaskets required to do so as well as replacing the
  turbo) as long as they understood that we can not warranty any failure other
  than the components that we are able to inspect and replace. We proceeded with
  the agreed upon work and completed. During repair we also found that the oil
  pan was leaking after sitting in the shop for a couple days and noticed that it
  had JB weld (two part sealant) covering it in attempt to seal which failed. We advised
  the customer and they stated that they had tried to fix it using the JB weld.
  We advised that the completed engine oil pan be replaced as there is the
  potential to loose all of the engine oil if the leak worsens. We were usure of
  the cause of this but suspect it was possibly struck by something on road. Proceeded
  and completed job and outlined the following warranty information as well as recommended
  actions as per ******* ****
  
  
  WORKMANSHIP WARRANTY ON LABOR (ONLY ON COMPONENTS INSPECTED
  AND REPLACED BY BLACK STACK **********) - 1 YEAR PARTS WARRANTY - 1 YEAR
  SUBJECT TO OEM APPROVAL WARRANTY CLAIMS SUBJECT TO ECM DOWNLOAD TO ENSURE NO
  CALIBRATIONS MADE HEREAFTER SUGGEST FIRST OIL CHANGE IN 100 HRS ALL OIL CHANGES
  AFTER - 250 HR INTERVALS (FUEL FILTERS EVERY SECOND SERVICE) OIL SAMPLES EVERY
  1000 HRS REPLACE AIR FILTERS EVERY 6 MONTHS (REGARDLESS OF CONDITION) OVERHEAD
  VALVE SET - 1500 HRS OVERHEAD VALVE SET - 5000 HRS AFTER INITIAL VALVE SET
  REQUEST THAT CUSTOMER USE THE FOLLOWING PRACTICES TO ENSURE LONGEST POSSIBLE
  ENGINE LIFE; LIMIT IDLE TIME AT MUCH AS POSSIBLE LIMIT COLD STARTS DO NOT ALLOW
  EXHAUST GAS TEMPERATURES TO EXCEED 1200° F (SUGGEST INSTALLATION OF PYROMETER)
  
  Aug 19, 2021 (not stated by customer) Customer requested that
  we find a Fan Clutch Rebuild Kit for him as he was going to replace it OR have
  another shop do it (not sure which he ended up doing). We purchased thin on Aug
  19th, 2021 from **** ***** ********** and resold it to ******* ******* *** on Aug 20th, 2021 as a Counter Sale (CS-31) on Invoice 960.
  This is important for a later failure.
  
  On August 26, 2021 the customer brought unit in for and
  engine oil leak. The unit was washed and diagnosed as a front structure leak,
  which is another very common leak associated with the ******* ISX engine. This
  leak did not exist on the first visits to our shop. When told where the leak
  was coming from and that it was not a warranty related item customer again
  became angry but we told him that we understood his need to get repaired promptly
  and offered to have 2 technicians work the weekend to have the unit completed as
  quickly as possible and customer approved. Technicians completed the job Saturday
  and did not charge customer overtime rate for after hours rate. This is the Oil
  leak ($5895.30 parts and labour) as stated by customer, Unit was brought to us
  on Aug 26th and invoiced on Aug 30th, 2021 for
  clarification.
  
  On September 13, 2021 truck was brought to us for the
  complaint of check engine light on and idling too high. We promptly diagnosed
  this as a faulty Exhaust Gas Pressure Sensor of which we had a good used one in
  stock that we offered to the customer to save him some money on a new on,
  unsure of pricing on them at the time but would guess around $175-$200. Customer
  agreed and repair was completed and unit was repaired and returned to service
  with complaint resolved. Again this was an Engine Fault that did not fall under
  warranty and was quickly diagnosed and repaired on short notice. This is the
  repair for $190.31 as stated by customer.
  
  On September 20, 2021 unit was brought in for a check engine
  light on but when connected there was only one code logged in fault history
  when diagnostic computer connected and no other symptoms to troubleshoot. Advised
  customer that if light comes on again to bring truck back right away. Customer also
  requested to have dash units changed from standard to metric. This is the
  charge for $103.69 as stated by customer. Electrical Fault not related to any
  previous repairs and therefore not warranty and without any other engine codes
  or symptoms we were not able to diagnose further.
  
  On October 14, 2021 unit was brought in for the check engine
  light on again and this time with the symptom of intermittent accelerator pedal
  loss of input. Unit now has logged code for ACCELERATOR PEDAL OR LEVER POSITION
  SENSOR 2 CIRCUIT FREQUENCY - ABNORMAL FREQUENCY, PULSE WIDTH OR PERIOD - CAUSE
  OF CHECK ENGINE LIGHT AND NO THROTTLE RESPONSE. This repair took
  extensive trouble shooting with 19.75 hours of troubleshooting with two
  technicians working together to get it figured out. Following ******* troubleshooting
  fault tree steps and testing that was done fault tree directed to replace throttle
  pedal but ********* in Red Deer did not have the pedal in stock but advised us
  that ********* in Calgary did. Customer again became angry and irate, more so
  at the situation but did not make for a pleasant interaction. Owner of Black
  Stack drove to Calgary in his personal truck at no charge to the customer and retrieved
  the new pedal but when plugged in the issue remained. Black stack then sourced
  all wiring diagrams from ********* and ******* and after reviewing circuits
  noticed that 5V supply to accelerator pedal is shared with several other components
  including the DEF pump. Being that the unit has its after treatment equipment
  deleted, no codes were present relating to the DEF pump due to the Engine Computer
  calibration. We inspected engine/after treatment harness all the way to the DEF
  pump and found numerous abrasions, rub throughs and corrosion in multiple wires
  and when we disconnected the harness from the DEF pump we found that it was
  leaking DEF fluid into the harness connection which explained the intermittent
  throttle pedal loss. This defect of DEF fluid leaking into the harness is very
  common but on the majority of deleted trucks the wiring is disconnected from
  the pump and therefore doesn’t present with this issue and on stock trucks with
  aftertreatment still intact codes for the DEF pump will be presented in the
  fault log history. During the course of this repair we found numerous problems with
  the engine harness and recommended that it be replaced but customer denied due
  to cost and part availability. We repaired harness where we could but due to
  the age and condition of the truck we suspected more problems could be hidden.
  Due to the high repair cost of this bill from having two technicians working on
  it simultaneously, we decided to only charge for half of the diagnostic time which
  was 9.87504 hours and a total of -$1234.38 discounted from the final invoice
  for this repair and service. This was the cost of $2215.13 as stated by
  customer and was an electrical fault unrelated to all previous inspections and
  repairs and therefore not warranty. Unit was brought in October 14, 2021 and
  invoiced October 21, 2021 for clarification.
  
  On November 3rd, 2021 unit was brought in for
  cooling system overpressure. We have copied and pasted our repair service order
  below;
  
  CUSTOMER COMPLAINT IS COOLANT IS BLOWING OUT OF PRESSURE CAP
  ON COOLANT RESERVOIR. RUN UNIT AND CONFIRMED THAT COOLANT FLUCTUATES
  DRAMATICALLY WHEN STARTED. PRESSURE TEST COOLANT SYSTEM AND FIND THAT PRESSURE
  CAP HAS FAILED AND HOLDS NO PRESSURE. INSTALL TEST PRESSURE CAP AND PRESSURE
  TEST COOLANT SYSTEM AGAIN. SYSTEM WILL HOLD PRESSURE BUT NOT FOR VERY LONG. CAP
  AIR COMPRESSOR COOLANT LINES TO ELIMINATE IT AS A SOURCE OF AIR GETTING INTO
  COOLANT SYSTEM. RUN TEST ENGINE. COOLANT SYSTEM PRESSURES UP WITHIN 3 SECONDS
  AT IDLE. SUSPECT CYLINDER HEAD CRACK, HEAD GASKET FAILURE, OR CYLINDER LINER
  FAILURE. REMOVE OIL PAN , OIL PICKUP TUBE AND BLOCK STIFFENER PLATE AND
  INSPECT. NO SIGNS OF LINER DAMAGE. PRESSURE TEST COOLANT SYSTEM. DID NOT SEE
  ANY SIGNS OF COOLANT COMING FROM CYLINDER LINERS OR PISTON RINGS. MUST REMOVE
  CYLINDER HEAD TO INSPECT FURTHER. REMOVE RADIATOR TO GAIN ACCESS TO GEAR TRAIN
  AND CAMSHAFT. REMOVE VALVE COVER, VALVE ROCKERS AND CAMSHAFT. REMOVE INTAKE AND
  EXHAUST MANIFOLD AND COMPONENTS. REMOVE CYLINDER HEAD. INSPECT CYLINDER HEAD
  AND FOUND CRACKS BETWEEN VALVES ON MULTIPLE CYLINDERS. SUBMITTING CLAIM FOR
  PARTS WARRANTY FOR HEAD, UPPER GASKET KIT AND HEAD BOLTS. CUSTOMER REPORTED
  THAT HE NOTICED STEAM FROM UNDER HOOD. WHEN PULLED OVER HE CHECKED UNDER HOOD
  AND FOUND THAT COOLANT IS COMING OUT OF OVERFLOW CAP. UNIT WAS LOADED AT THE
  TIME. DROPPED HIS TRAILERS AND BROUGHT UNIT TO SHOP FOR DIAGNOSIS. CUSTOMER
  REPORTED NO CHECK ENGINE LIGHTS OR PERFORMANCE ISSUES AT TIME OF FAILURE.
  CYLINDER HEAD PART NUMBER - PN - ************ ********* ******** ******* ****** * ******** INSTALLED JUNE 7, 2021 KM @ INSTALL - 1284370 HRS @ INSTALL - 25454
  DATE OF FAILURE NOV 3, 2021 KM @ FAILURE - 1359112 HRS AT FAILURE - 26531
  DIFFERENCE IN KM BETWEEN INSTALL AND FAILURE - 74742 DIFFERENCE IN HRS BETWEEN
  INSTALL AND FAILURE - 1077 INSPECT HEAD GASKET. FOUND A PATH FOR COMBUSTION GAS
  TO COOLANT PORT ON #6 CYLINDER CLEAN CYLINDER BLOCK DECK SURFACE AND MEASURE
  LINER PROTRUSION. CYLINDER #1 AND #6 LINER PROTRUSION ARE NEARING LOWEST
  ALLOWABLE SPEC. CYLINDER BLOCK COUNTER BORE NEEDS TO BE CUT AND SHIMMED TO
  BRING CYLINDER LINER PROTRUSION TO A HIGHER SPEC TO HAVE MAXIMUM CLAMPING FORCE
  ON ALL LINERS. REMOVE PISTONS AND LINERS AND INSPECT COUNTER BORE FOR PITTING
  AND CORROSION. NO DAMAGE TO COUNTER BORE. BLOCK IS SUITABLE FOR REPAIRS. REMOVE
  MAIN BEARING CAPS AND INSPECT CRANK SHAFT JOURNALS. SOME SMALL SCRATCHES AND
  METAL TRANSFER FOUND ON MAIN AND ROD JOURNALS. POLISH CRANKSHAFT JOURNALS UNTIL
  THEY ARE A MIRROR FINISH AND SCRATCHES AND METAL FROM BEARINGS REMOVED. INSTALL
  NEW MAIN BEARINGS. COUNTER BORES CUT AND SHIMMED AND FIT WITH NEW CYLINDER
  LINERS TO BRING LINER PROTRUSION TO A MAX SPEC OF 0.0155" FOR MAXIMUM
  CLAMPING FORCE OF LINER BETWEEN CYLINDER HEAD AND BLOCK. HEAD BOLT THREAD HOLES
  IN CYLINDER BLOCK IN POOR CONDITION ( CORRODED AND PITTING IN THREADS.) CLEAN
  AND FLUSH THREADED HOLES UNTIL THEY ARE SUITABLE FOR RE USE. INSTALL NEW
  PISTONS ON TO FACTORY CONNECTING RODS, INSTALL NEW ROD BEARINGS. INSTALL
  PISTONS INTO CYLINDER BLOCK. OIL PUMP CLEANED AND INSPECTED. FOUND SCRAPING AND
  GALLING IN OIL PUMP. OIL PUMP REPLACED WITH NEW AND SHIMMED TO FRONT GEAR TRAIN
  TO HAVE A GEAR LASH OF 0.0013". OIL FILTER BYPASS VALVE INSPECTED AND FOUND
  BYPASS WAS OLDER STYLE. REPLACE OIL FILTER BYPASS VALVE WITH NEW UPDATED
  VERSION. NEW CYLINDER HEAD INSTALLED WITH NEW HEAD GASKET AND ALL NEW HEAD
  BOLTS. ALL FUEL INJECTORS CLEANED AND INSPECTED, INSTALLED WITH NEW BRASS
  SEALING WASHERS AND O RINGS. CAMSHAFT AND ALL VALVE TRAIN COMPONENTS CLEANED
  AND INSPECTED. ALL SUITABLE FOR RE USE. INSTALL VALVE TRAIN AND SET VALVE LASH
  AND JAKE ROCKER LASH. CLEAN AND INSPECT ALL INTAKE AND EXHAUST COMPONENTS, ALL
  SUITABLE FOR RE USE. INSTALL ALL COMPONENTS. INSTALL RADIATOR ASSEMBLY, FILL
  WITH COOLANT AND PRESSURE TEST SYSTEM. COOLANT SYSTEM HOLDS PRESSURE AS
  INTENDED. REPLACE OIL FILTER, BOTH AIR FILTERS, AND BOTH FUEL FILTERS WITH NEW.
  FILL ENGINE WITH FRESH 15W-40 ENGINE OIL FROM TOP OF ENGINE TO PRE LUBRICATE
  ALL VALVE TRAIN COMPONENTS. UNIT WOULD NOT START. FOUND A LOT OF AIR IN HIGH
  PRESSURE SIDE OF FUEL SYSTEM AND UNABLE TO BLEED AFTER SEVERAL ATTEMPTS.
  SUSPECT FUEL PUMP ISSUE. REMOVED FUEL PUMP HEAD AND TESTED. ONE PLUNGER SINKS
  IN BORE AND THE OTHER LOSES PRESSURE SLOWLY. INSPECTED CAM AND LIFTERS AND
  FOUND ONE CAM LOBE AND LIFTER TO BE FAULTY IN FUEL PUMP, ROLL AND LOBE HAVE
  SEVERE GALLING. NEW FUEL PUMP REQUIRED. SEE ACTION ITEM BELOW FOR REPAIR. RUN
  TEST ENGINE, INSPECT FOR LEAKS. CHECK ALL FLUID LEVELS. TEST DRIVE TRUCK AND RE
  INSPECT FOR LEAKS AND FLUID LEVELS. ****************ATTENTION!*************
  ENGINE BREAK IN PROCEDURE FOR INSTALLER & OPERATOR IN-CHASSIS BREAK-IN:
  START ENGINE AND BEGIN INITIAL CHECK. OPERATE THE ENGINE AT LOW IDLE AND FOR NO
  MORE THAN 10 MINUTES, CHECKING OIL PRESSURE AND LOOKING FOR ANY LEAKS. ****DO
  NOT EXCEED 1000 RPM. AFTER INITIAL CHECK THE VEHICLE MUST PULL THE HEAVIEST
  ALLOWABLE LOAD FOR THE FIST 50 TO 100 MILES AFTER THE REBUILD. USE THE HIGHEST
  GEAR POSSIBLE WITHIN THE ENGINES NORMAL OPERATING RPM RANGE. THE ENGINE MUST
  OPERATE AT OR NEAR FULL THROTTLE AT 75% TO 85%OF RATED SPEED. *** DO NOT IDLE
  ENGINE FOR MORE THAN FIVE MINUTES DURING THE FIRST 100 MILES. *** DO NOT
  OPERATE IN A LIGHT LOAD/HIGH RPM CONDITION HIGHLY RECOMMEND REPLACING ENGINE
  OIL AND ENGINE OIL FILTER AFTER FIRST 100 HRS OF BREAK IN OPERATION. ENGINE
  EQUIPPED WITH OVERHEAT TABS. IF REMOVED OR TAMPERED WITH, ALL WARRANTY NULL AND
  VOID. **FAILED CYLINDER HEAD HAS BEEN SUBMITTED FOR WARRANTY TO ******* AND IS
  PENDING APPROVAL. AN INVOICE HAS BEEN ISSUED TO CUSTOMER FOR THE REPLACEMENT
  HEAD WHICH WILL BE REFUNDED PENDING OEM APPROVAL**
  
  As outlined above our original prediction from the first
  engine failure that issues with the Liner Protrusion would be an issue presented
  itself here. Had we been able to remove all cylinder liners and perform the correct
  inspection and measurements and had the counterbores machined as we always
  recommend then the liner protrusion would not have been an issue at this time.
  We subcontracted Onsite Diesel to come to our shop and confirm our measurements
  and inspect and perform counterbore machining and shimming as required and to specified
  protrusion height. All measurements confirmed by both Black Stack and Onsite. Liner
  Protrusion was not the only issue, the cause of the coolant system pressurisation
  was combustion gases entering the coolant passages in the cylinder head. Upon
  inspection we noted 17 between nearly all valves across the head. In the span
  of all of our technicians work history, none of us have come across a cylinder
  head with as many cracks as this one. This is when we really began to suspect that
  there may be a driver abuse problem going on and while discussing the matter
  with the customer he had stated that “these ******* ******* like to be lugged
  down” which means that the engine RPMs are very low in high torque situations which
  creates immense stress on the engine. We advised him that this is very inaccurate
  and that engine RPM must be kept up and not allowed to torque up at low RPMs by
  selecting the appropriate gear for the situation ie starting out in too high of
  a gear selection or climbing hills without shifting accordingly. When confronted
  with this the customer denied driving that way and began to again accuse us of
  poor workmanship and poor quality parts. However we wanted to get the truck
  done and out of our shop so we began sourcing parts which at this point *******
  parts began to get scarce due to supply chain problems. During this period of
  time we were in contact with ****** ***** ****** out of Lloydminster and they
  had presented an aftermarket Cylinder head and inframe kit and their selling
  feature was that their Cylinder Heads were cast to be stronger and uphold more
  extreme conditions than the OEM (*******) ones. We were just building an engine
  using these parts to test them out to see if their claims were correct but did
  not have any feedback on them at this time but was assured by ****** ***** ******
  (EPC) that they have had great success with them. In conversations with the
  customer about these Aftermarket parts we agreed that this was a good idea as
  the ******* one did not last greater than 6 months. We submitted the failed
  ******* Cylinder Head to ********* ******** pending OEM inspection and approval
  and in the meantime we sourced the parts from EPC, which the Owner of Black Stack
  drove to Lloydminster to pick up all parts at no cost to customer to prevent
  delays in shipping and to get the repairs started more promptly. We billed the
  new cylinder head to the customer (paid for by *****) and refunded the amount to
  ******* Alberta Ltd. As per customer request when the warranty was approved
  which was a complete shock to us as ECM downloads supplied to ******* would
  have shown that the units after treatment system is deleted and ECM is tuned
  but nonetheless the warranty did go through. Once the inframe was completed we
  had issues with the unit starting and quickly diagnosed it as an issue with the
  fuel pump and when our technician removed the pump head we found the internal
  camshaft of the pump to be in poor condition and the rollers to be worn. We then
  advised the customer that a new fuel pump would be required at which point the
  customer began getting very belligerent and making accusations that we are trying
  to “screw” him. After a long period of arguing we went ahead and replaced the pump
  and saved the old one to show the customer to see to prove that we indeed were
  not being deceitful. After showing him he still continued to make accusations stating
  that its impossible that the pump would fail just sitting in the shop.
  
  Between release of truck and December 20th, 2021. Customer
  came in on multiple occasions reporting lack of power and black smoke when
  pulling loaded. We accommodated the customer and shuffled work around on every
  occasion and an open work order was started to track troubleshooting. During the
  course of troubleshooting we found multiple issues at every step we found more
  and more issues which are as follows. Injector #4 failed at one test point during
  injector performance test using ******* Software, test is not always 100% reliable
  especially on deleted and tuned trucks but is still a useful tool when
  diagnosing fuel and power problems. Replaced new injector at no cost to
  customer to test and ran performance test again and #4 injector no passed on
  all test points sent customer for a test drive and monitors fuel pressures and
  parameters while driving which were all good customer still stated there was a
  lock of power not loaded and unable to verify actual power output but did not
  find any performance issues, engine codes or other indications of an issue
  other than black smoke under high engine load and customer was driving very
  heavy footed to try to recreate power issue. We tested the charge air cooler for
  leakage which failed under ******* Troubleshooting Specification. Charge air leaks
  affect the amount of air being delivered to cylinders for combustion and can cause
  incorrect air/fuel ratios and poor engine performance. Advised customer and he argued
  that you can have a hole the size of a quarter and not have to worry about it.
  We explained that we are following the troubleshooting guidelines set out by *******
  and when we find defect that falls outside of their specifications that it must
  be addressed to move on. Customer declined replacing air to air and demanded we
  check other things. Ran Injector Performance test several times during one test
  injector #2 failed on test point 1. Began suspecting that injectors may be a
  fault as we keep getting intermittent failures during the Performance test. When
  brought this up to the customer he got angry because of the high cost of injectors
  and demanded that we keep troubleshooting. We decided to compare ambient air
  pressure, exhaust gas pressure and intake manifold pressure sensor data the
  ensure they are all reading correctly as when these sensors are defective they
  can cause performance problems. Found that intake manifold pressure sensor is
  reading 2 in/hg different than others and confirmed by checking local barometric
  pressure. Replaced intake manifold pressure sensor and test drove unit and
  found it to have better boost but still smoking black. Installed new exhaust
  gas pressure sensor, barometric pressure sensor and cam position sensors just
  to verify that all sensors are good and did not change performance issue so
  reinstalled old sensors except for intake manifold sensor and cam position
  sensor (old one broke during removal due to age of sensor). Customer took truck
  home that evening and stated that truck smoked all the way home and when shut
  off the truck dash stayed lit up with all gauges sweeping back and forth and
  hazard lights flashing. Customer stated that he disconnected batteries and
  reconnected and issue stopped. Customer brought shop back in the morning and
  stated that truck ran great all the way back to the shop, did not smoke and had
  full power. Began to suspect an electrical issue and being that when batteries
  were disconnected and reconnected decided to inspect and test batteries. Found batteries
  to have severe corrosion on all terminals and 1 battery failed load test.
  Advise customer mut customer declined replacement of battery as they did not
  think it was an issue. Cleaned all battery cables terminals and reconnected as
  per customer request. Sent unit to work and customer returned again complaining
  of black smoke and power loss again (unsure of dates no as we were tracking on
  open work order). Advised customer that we are suspecting injectors and/or
  charge air cooler as contributing factors and highly suggested replacing injectors
  and air to air to rule them out and suggested sending injectors to GCL diesel
  for testing. Customer argued saying that the ******* InSite test wasn’t failing
  the injectors so that they could not be the issue and after a lot of back and
  forth deliberation we finally agreed to send injectors for testing and in the
  mean time we put injectors from engine we had in the shop in temporarily. Owner
  of Black Stack brought all 6 injectors to GCL Diesel in Edmonton at no cost to
  customer for transportation (the 5 original and the one that was removed for replacement).
  GCL required a couple days to test. While waiting for injectors to be tested we
  removed the charge air cooler and connected to pressure testing system again
  and this time marked all the leaks using soapy water and paint pen and counted
  30 cracks and holes in cooler. Showed customer and they again argued saying
  that you can have a hole in the cooler and not have an issue which is false. Customer
  finally agreed to replace cooler, sourced new cooler and sent truck to work while
  awaiting results of injector testing. GCL provided results of testing and found
  all injectors to be under fueling. Sent report to customer and customer again got
  angry stating that there was no way all injectors could fail and then asked if GCL
  sold Injectors to which we responded yes they do to which he responded “that’s why
  they failed them, because they just want to sell me new ones”. Then he said
  that the test injectors and the new air to air didn’t solve the problem and that
  he wanted to have his old injectors re-installed as he believed them to still
  be good. When unit was out working it also threw a code and we again made room
  in our schedule to bring it in and get to it right away. Connected diagnostic
  PC and reviewed fault code log, found god for #4 injector coil removed valve cover
  and checked wiring to injector and tested resistance across injector solenoid which
  test good and compared to all other injector coils and confirmed they are all
  within spec at .20 ohms. Being that we confirmed all injectors are good and
  that we had issues with the engine harness/aftertreatment harness we suspected
  that the engine harness and/or injector pass through harness may be the cause
  of the code and with the intermittent power and smoke issue. Began inspecting
  wiring harness and found oil penetration in harness (common due to oil leaking
  through oil pressure sensor) and found broken and frayed wires that supply
  aftertreatment fuel control module. Reviewed wiring diagram and confirmed that sensor
  shares 5v supply with the barometric pressure sensor, intake manifold pressure
  sensor, exhaust gas pressure sensor and cam position sensor and oil contamination
  is causing interference in voltages under high load situations. After explaining
  this to customer they agreed to replace engine harness, pass through harness
  and oil pressure sensor. Customer requested that we put his old injectors back
  in but we encouraged him to leave the new ones in to test to confirm that the engine
  harness, pass through harness and oil pressure sensor replacement resolved the
  issue but customer argued that there was nothing wrong with his old injectors
  and repeated that GCL Diesel is just trying to sell injectors. We advised that
  they were tested to be faulty and strongly advised against reusing them but
  customer made the decision to put old ones back in anyway. We followed customers
  request and installed his old injectors and sent for a test drive to which the customer
  confirmed that the truck was running much better. Released the unit and advised
  the customer to advise us of any performance issues or engine codes right away.
  After working for a few days customer reported a check engine light and brought
  unit to shop, connected diagnostic pc and reviewed fault log. Found active code
  for injector #4 ********** system not responding. Performed cylinder cutout
  test and did not feel an unbalance then ran Injector performance test again and
  #4 failed again. Reviewed injector testing report from GCL Diesel and confirmed
  that #4 injector was the weakest of all 6 and we advised that we should not
  have put all 6 old injectors back in as this was going to be an ongoing problem
  chasing injector problems. Customer only agreed to replace #4 injector which we
  did.
  
  Friday December 10, 2021. Check engine light came on and
  customer brought unit to shop. Connected diagnostic PC and checked engine codes
  and found active code for Injector #2 ********** system not responding. Customer
  did not want injector replaced and requested we clear the code and see if it
  comes back.
  
  Wednesday December 15, 2021. Check engine light came on again
  and same code as last time for Injector #2 ********** system not responding. Advised
  customer to replace the injector as it is consistently throwing codes but
  customer denied and requested to have injector swapped with #4 (newest
  injector) to see if problem follows. We did as customer requested and swapped
  the injectors.
  
  December 20th, 2021- customer brought unit to shop
  with cooling system pressuring up again (towed in). Pressure tested system and
  confirmed that leakage is coming from cylinder head/head gasket. Customer was
  very irate with the situation and us and came into the shop several times
  yelling and causing commotion each time. We accommodated him immediately and
  advised that we would follow the correct warranty proceedings and make his unit
  a priority. Had two technicians working on unit to check for engine codes then
  begin removal of the cylinder head for failure analysis. Reviewed fault log and
  found these codes in log;
  
  SPN 0197 FMI 18 - COOLANT LEVEL DATA VALID BUT BELOW NORMAL
  OPERATING RANGE - MODERATELY SEVERE LEVEL- 18 COUNTS
  SPN 2387 FMI 7 - VGT ACTUATOR DRIVER CIRCUIT (MOTOR)
  ********** SYSTEM NOT RESPONDING OR OUT OF ADJUSTMENT - 1 COUNT
  SPN 6595 FMI 11 - ENGINE SPEED - ROOT CAUSE UNKNOWN - 1 COUNT
  SPN 6257 FMI 17 - BATTERY VOLTAGE - DATA VALID BUT BELOW
  NORMAL OPERATING RANGE - LEAST SEVERE LEVEL - 1 COUNT
  SPN 2448 FMI 17 - COOLANT LEVEL - DATA VALID BUT BELOW NORMAL
  OPERATING RANGE - LEASET SEVERE LEVEL
  
  FIRST INSPECTION OF TRUCK FOUND COOLANT RESERVOIR EMPTY,
  COOLANT ALL OVER ENGINE. RINSE COOLANT OFF OF ENGINE AND INSPECT. BAR ENGINE
  OVER BY HAND TO CHECK FOR HYDRO-LOCK CYLINDER. FOUND ENGINE LOCKS UP BETWEEN #4
  AND #2 CYLINDER COMPRESSION STROKE. FILL COOLANT RESERVOIR, CHARGE BATTERIES
  AND ATTEMPT TO START ENGINE. ENGINE ROTATES, WILL NOT START AND HITS A HARD
  SPOT AND STOPS ROTATING. DRAINED ENGINE OIL AND FOUND COOLANT IN OIL
  PAN.DRAINED ABOUT 8-10L OF COOLANT FROM OIL PAN. TOOK MID STREAM OIL SAMPLE AND
  SENT FOR ANALYSIS. REMOVED VALVE COVER AND INSPECTED VALVE TRAIN. FOUND NO
  ********** ISSUES. DRAINED ENGINE OIL AND REMOVED OIL PAN. AND INSPECT FOR
  DAMAGE. OIL RESIDUE IN PAN AND INSIDE ENGINE BLOCK VERY BLACK AND SLUDGY.
  DRAINED COOLANT AND REMOVED RADIATOR TO GAIN ACCESS TO FRONT GEAR TRAIN. REMOVE
  FRONT GEAR TRAIN AND CAMSHAFT. REMOVE INTAKE AND EXHAUST COMPONENTS. REMOVE
  HEAD BOLTS. ALL HEAD BOLTS TOOK EQUAL EFFORT TO UNBOLT AND REMOVE (HEAD BOLT
  CONDITION AND TORQUE NOT SUSPECTED AS FAILURE) REMOVE CYLINDER HEAD. INSPECT
  CYLINDER HEAD. FOUND FRETTING ON CYLINDER HEAD #2, 4 AND 5 CYLINDER POSITION
  WHERE HEAD GASKET FIRE RING MATES TO CYLINDER HEAD. INSPECT HEAD GASKET. FOUND
  HEAD GASKET FIRE RING BLOWN ON REAR, DRIVERS SIDE OF CYLINDER #2. HEAD GASKET
  FIRING RING BLOWN OUT ON CYLINDER #5 FRONT SIDE BETWEEN CYLINDER #4 AND 5.
  CLEAN CYLINDER BLOCK DECK SURFACE AND INSPECT. CLAMP CYLINDER LINERS DOWN AND
  CHECK LINER PROTRUSION. FOUND CYLINDERS #1,3, AND 6 AT 0.0145" LINER
  PROTRUSION ALL THE WAY AROUND CYLINDER MEASURED IN 6 EQUALLY DIVIDED POINTS.
  REMOVE #2 AND 5 PISTON COOLING NOZZLE AND PISTON ASSEMBLY. LINER PROTRUSION ON
  #2 CYLINDER MEASURES 0.0145" EXCEPT IN REAR DRIVERS SIDE CORNER WHERE HEAD
  GASKET FIRE RING WAS BLOWN OUT (LOW SPOT MEASURES O.0125". ROTATE CYLINDER
  LINER IN BORE AND RE MEASURE. THE LOW SPOT OF THE CYLINDER LINER MOVED WITH THE
  ROTATION OF LINER SHOWING THAT LINER COUNTER BORE OF CYLINDER BLOCK HAS NOT
  WARPED OR MOVED. SUSPECT DAMAGE TO CYLINDER LINER DUE TO EXCESSIVE HEAT FROM
  FAULTY INJECTOR FUELING. CYLINDER LINER #4 AND 5 MEASURE 0.014 - 0.0145 IN
  MAJORITY OF MEASURING POINTS, EXCEPT ON DRIVERS SIDE WHERE LINER MEASURES
  0.012" TO 0.0125. ROTATE CYLINDER LINER IN BORE AND RE MEASURE. LOW SPOT
  OF CYLINDER LINER PROTRUSION MOVED WITH ROTATION INDICATING CYLINDER BLOCK
  COUNTERBORES HAS NOT BEEN WARPED OR MOVED. REMOVE #2 AND 5 CYLINDER LINER AND
  INSPECT LINER AND CYLINDER BLOCK. CYLINDER BLOCK COUNTER BORE SHOWS NO EVIDENCE
  OF FRETTING BETWEEN MATING SURFACE OF LINER AND BLOCK. MEASURE LINER BORE WITH
  CYLINDER BORE GAUGE AND FOUND #2 LINER OUT OF ROUND BY 0.003". CLEAN AND
  INSPECT #2 LINER FURTHER AND FOUND DISCOLORED STEEL OF CYLINDER LINER IN
  POSITION WHERE IT MEASURED THE LOWEST ON LINER PROTRUSION. INSPECT PISTON TOP
  SURFACE AND FOUND PISTON COATING BURNT AND FLAKING ON #2 PISTON WHERE FUEL
  INJECTOR SPRAY PATTERN CONTACTS PISTON. MOST FLAKING FOUND ON REAR DRIVERS SIDE
  OF PISTON IN SAME POSITION AS HEAD GASKET FIRE RING BLOW OUT. INSPECT ALL
  PISTON TOP SURFACES, FOUND BURNT AND FLAKING PISTON COATING ON CYLINDER #1, AND
  5 ALSO. CYLINDER #5 COATING BURNT OFF IN SAME POSITION AS HEAD GASKET BLOW OUT,
  FOLLOWING BAD INJECTOR SPRAY PATTERN. CONTACTED ONSITE DIESEL REPAIR INC.
  (COMPANY WHO MACHINED CYLINDER BLOCK LINER COUNTERBORE FOR THIS ENGINES LAST IN
  FRAME ENGINE REBUILD.) AND HAD THEM COME AND INSPECT CYLINDER BLOCK AND LINERS.
  WITH NEW ******* OEM CYLINDER LINERS AND ******* OEM 0.032" LINER SHIMS
  INSTALLED INTO COUNTERBORE OF #2 AND 5 CYLINDER, ONSITE DIESEL REPAIR
  TECHNICIANS MEASURE LINER PROTRUSION AND FOUND IT TO BE EQUAL MEASUREMENT ON
  ALL 6 MEASURING POSITIONS. INSTALLING WARPED #2 CYLINDER LINER AND #5 CYLINDER
  LINER AND MEASURING LINER PROTRUSION, INSPECTING PISTON TOP COATING CONDITION,
  ONSITE DIESEL REPAIR INC. TECHNICIANS CAN CONFIRM LINER AND PISTONS HAS BEEN
  DAMAGED DUE TO EXCESSIVE HEAT CAUSED BY FAILING FUEL INJECTORS.
  
  At this point we were seeing so many issues with the
  aftermarket parts, ongoing injector issues, Engine speed codes that is was hard
  to determine the exact cause of failure. On #2 and #4 pistons there were scorch
  marks on top of the pistons and where the head gasket fire rings blew out and
  those were the two injectors positions that continued to throw codes (#4 was
  replaced but then was moved to position #2 and vise versa when customer refused
  to replace #2). We Suggested to the customer that the cause could be the faulty
  injectors and when told that he became extremely angry and yelled and screamed
  at the Owner and the shop foremen continuously. We advised him that we were
  still going to submit the parts for warranty but all the parts must be sent to
  Lloydminster to EPC for submission along with required paperwork. Customer continued
  to be belligerent. In customers report to the ****** ******** ****** they
  stated that they contacted another mechanic and he told us that the cylinder
  block was warped and when we were “confronted with this all of a sudden the
  block was warped and it was my fault”. This statement is again inaccurate. As indicated
  in the above work order copy we consulted with Onsite Diesel (who we subcontracted
  to do the counterbore machining during the last rebuild) and they advised that
  we check the deck surface for warpage before continuing with any repairs as the
  block may need resurfacing (which requires removal of the engine block and taking
  it to a machine shop). They suggested this due to the warpage on the 2 cylinder
  liners and evidence of high cylinder temperatures indicated by the scorching on
  the pistons and blow out of the fire rings on cylinders #2 and #4. We were not
  blaming but just going with the evidence we were presented with. Onsite confirmed
  that their original inspection and measurements did not indicate a need to
  remove the block for machining but there is now a low spot across the overall
  surface of the engine block of  0.005”.
  There is no ******* spec for this however we contacted Almax Engine rebuilder
  to see what their standards are and they say that when the have a block removed
  from a truck they will always resurface the deck to ensure flatness (Almax
  resurface the Block on our other engine that we were building). At this point the
  customer and ***** accused us of not checking the block deck flatness both
  times the head was off which was not true as indicated above during the first
  engine job we were unable to perform all measurements as we were only approved
  to remove and replace the single failed liner (all liners would need to be
  removed to perform this measurement) and the second time the block deck was
  indeed inspected and measured for liner protrusion, counterbore condition,
  block deck condition and flatness both by Black Stack and Onsite. Their accusation
  indicated that the warped block was the cause of the original head cracking,
  the second head cracking and now all the issues with this current failure which
  is completely fabricated. It was not in out interest to keep going back and
  forth without any resolution coming out of it and we wanted to get this customer
  back on the road ASAP. We advised that we would be submitting all parts
  including the Cylinder head, head gasket and all liners and pistons for warranty
  to ****** ***** ****** but we understood this would be a lengthy process and
  the urgency for the customer to get back out working so the Owner of Black Stack
  Offered to Swap the engine with the one we had rebuilt as this would get him
  back on the road as quickly as possible and would prevent any delay in getting replacement
  parts. Customer agreed and we performed engine swap so we removed the engine
  and installed the new one which again during the process we found many more
  defects including the EGR cooler being plugged off with frost plugs which
  prevents proper coolant flow to the engine and is known to cause cooling issues
  and premature engine failure from an improper delete. We found that the clutch
  brake had a broken tab (which is an indication of improper clutch use) premature
  failure as the clutch replacement was done recently. 0.003”-0.004” wear on the flywheel
  friction surface which is excessive as the flywheel was machined at the time of
  the clutch replacement but still suitable for reuse. Transmission input shaft
  wear was excessive for the age as the input shaft was new when the clutch was
  replaced. Engine mounts boltsw were seized and required heating to removed which
  in turn required replacement of the bushings. As well as other minor defective
  parts that required replacement. We corrected the EGR coolant flow issue by removing
  the EGR cooler completely and plumbing in a coolant line to ensure full coolant
  flow to all parts of the engine. We discounted the complete cost of the engine
  ($49,785.53) and all labour going back to the initial power and black smoke
  troubleshooting ($12,706.25) for a total of $62,491.78 in total discount from
  the final invoice which was a huge sacrifice that we made in order to get the customer
  back up and running as we had a lot of money tied up in this engine but we were
  in hopes that we could get the warranty processed and reimbursed to help us recover
  from the loss. The Owner of Black Stack again drove all warranty parts to EPC
  in Lloydminster to have them submitted for warranty and show them all of the issues
  found with the parts they supplied us. This was the $19,085.55 charge as indicated
  by the customer which was the remaining amount leftover after the above
  discount, this included all 6 NEW injectors that we recommended replacing long
  before ($8,736.90 is the cost of 6 injectors), charge air cooler ($1,469.29),
  engine harness ($1,432.70) and all other incidentals as well as parts for
  all previous troubleshooting.
  
  March 1, 2022 customer brought unit in for coolant leaks but
  could not find any coolant leaks and again after testing found the head gasket
  to be leaking which we immediately began removal of the head and closely
  inspected the head gasket for the failure point and found that is was oddly cracked
  on the fire ring on #2 cylinder. We cleaned the block surface and carefully performed
  all measurements of liner protrusion and inspected all sealing surfaces. We
  determined that head gasket failed due to poor quality and upon asking around
  to other shops and acquaintances who have used after market head gaskets were
  told to avoid them at all cost as they too were seeing common quality issues.
  Contacted ****** ***** ****** to advise them of another part failure and they
  required the same warranty process for reimbursement. We decided that we were going
  to cover all costs again and replace the head gasket kit with a ******* OEM head
  gasket kit to avoid any issues with aftermarket parts and we would take on the
  cost while we wait for warranty approval. We reassembled with a new OEM *******
  head gasket. Owner of Black Stack Drove to Lloydminster to submit  head gasket and showed them the cracked fire
  ring which. They agreed that the failure was odd and a defect caused by the
  faulty part. We submitted our and awaited which was awarded some time later. At
  this point we made it a Black Stack Policy that by no means will we use any
  aftermarket parts due to the consistent poor quality as well as rejecting any
  request for used parts to be used under any circumstances as we were beginning
  to get a lot of requests to source used parts on customers truck and the
  liability is too great. After replacing the cylinder head gasket the customer
  requested that we perform his annual CVIP inspection which we agreed as well as
  install a hydraulic system on the truck to allow them to haul and LANDALL trailer
  to which we also agreed. This is the invoice for $3838.79 as stated by the
  customer which no charges we made towards the replacement of the head gasket and
  all for the CVIP and  required CVIP
  repairs which was $1,618.75 in labor and $1,956.30 in parts and
  when receiving the invoice for this the customer was angry and again we had another
  unpleasant phone conversation about the cost of the CVIP repairs along with him
  being angry about the cost of the hydraulic installation that we did for him (paid
  for by the company he was working for) in the amount of $9570.99 which was
  promised to be paid upon invoicing and took several weeks to do so and all
  calls to both Darren and the owner of the company would not answer their phones
  when we would call for collection. ******* did however pay for the CVIP and
  repairs in a decent time frame. At this point we decided that we would no longer
  be able to work with this company but still had full intention of honoring
  warranty but due to the constant disagreements, complaining of costs of parts
  and labour, and ever increasing difficulty to get paid we saw it better to no
  longer allow them into our shop.
  
  The following work done to ******* ******* *** are warranty Items
  that we agreed to repair as we upheld our Warranty agreement.  These repairs were not addressed by *******
  Alberta Inc in their report to the ****** ******** ******, See below.
  
  March 11, 2022 – check engine light on.
  CONNECT DIAGNOSTIC PC AND CHECK FAULT CODES. FOUND 18 COUNTS
  FOR FAULT CODE 0559 INJECTOR METERING RAIL PRESSURE- DATA VALID BUT BELOW
  NORMAL OPERATING RANGE MODERATELY SEVERE LEVEL. PERFORM HIGH PRESSURE FUEL
  LEAKAGE TEST. WHEN TRUCK SHUT OFF FUEL PRESSURE DROPS RAPIDLY. REPLACE HIGH PRESSURE
  FUEL RAIL RELIEF VALVE. PERFORM HIGH PRESSURE TEST AGAIN. SYSTEM STILL LEAKS
  OFF RAPIDLY. FUEL PUMP HEAD IS NEW, TRIED REPLACING FUEL RAIL RELIEF VALVE AND
  RETEST BUT PRESSURE STILL DROPS RAPIDLY. REMOVE FUEL PUMP HEAD AND INSPECT.
  WHEN CHECKING FUEL PUMP HEAD PLUNGERS BY PUSHING THEM IN THEY SHOULD SPRING
  BACK, BUT THEY PUSHED IN AND STAYED. INDICATING FUEL PUMP HEAD FAILURE. REPLACE
  FUEL PUMP HEAD. PERFORM HIGH PRESSURE FUEL LEAKAGE TEST. WHEN TRUCK SHUT OFF
  PRESSURE HOLDS STEADY. REPAIR COMPLETE FUEL PUMP HEAD REPLACED AT 1347220 KM,
  21147 HOURS) NEW WARRANTY REPLACEMENT HEAD INSTALLED AT 1388178 KM, 21431
  HOURS. ORIGINAL INVOICE #PR2088763
  
  The total cost for this repair would have been $3163.90. we
  covered the cost and did not charge labour to customer even though we are not liable
  for the part failure and would not be reimbursed for out labour. Submitted the fuel
  pump head for Warranty to Kenworth and was awarded after review.
  
  During this repair we also performed an injector isolation
  test as high internal leakage is also a result of faulty injectors. See below.
  
  
  HOOK UP ******* INSITE: FAULT CODE 0559 INJECTOR METERING
  RAIL 1 PRESSURE DATA VALID BUT BELOW NORMAL OPERATING RANGE - MODERATELY SEVERE
  LEVEL (9 COUNTS) WITH ******* INSIGHT PROGRAM RUN HIGH PRESSURE FUEL TEST AND
  CHECK FOR HIGH PRESSURE FUEL LEAKAGE. WHEN ENGINE SHUT OFF, HIGH PRESSURE FUEL
  LEAKS SIGNIFICANTLY FAST. (30,000 PSI TO 0 IN 15 SEC) CAP 1,2,4 FUEL INJECTOR
  LINES AND PERFORM TEST AGAIN.HIGH PRESSURE FUEL SYSTEM HELD STEADY AND ONLY
  DROPPED 100 PSI PER SECOND. RE INSTALL #4 FUEL INJECTOR LINE AND PERFORM HIGH
  PRESSURE FUEL TEST. HIGH PRESSURE FUEL SYSTEM HELD STEADY AGAIN. RE INSTALL #2
  FUEL INJECTOR LINE AND PERFORM TEST. PRESSURE DROPS RAPIDLY. #2 INJECTOR FAILED
  CAP #2 INJECTOR LINE AND RE INSTALL #1 INJECTOR LINE AND PERFORM TEST. PRESSURE
  DROPS RAPIDLY. #1 INJECTOR FAILED. REMOVE AND REPLACE #1 AND 2 INJECTORS AND
  FUEL DELIVERY PENCILS. RUN HIGH PRESSURE FUEL TEST. PRESSURE HOLDS STEADY AND
  ONLY DROPS 100 PSI PER SECOND. REPAIR COMPLETE. CLEAR FAULT CODES.
  
  We advised the customer and when he began to get angry about having
  to replace injectors we assured him that we would not charge him for the new
  injectors or the labor for testing and replacing the, again to avoid the foreseeable
  argument and make the process as easy as possible. The total cost for this
  repair would have been $3845.49 which we did not charge the customer for parts
  or labour. Parts Warranty was awarded after review.
  
  Also on March 11,2022 the customer requested that we check
  his clutch adjustment due to his clutch brake not working. Upon inspection we
  found that the clutch brake tabs were sheared off for the second time which is
  a result of improper clutch use. We replaced as it was an easy repair and we also
  replaced his fuel filters as a precaution due to the fuel injector and fuel
  pump head replacement which we charged him for a total cost of $193.98.
  
  On May 6th, 2022 I Received a voicemail message
  from the customer stating that the fan clutch failed and that he was going to return
  it for Warranty but needed our original invoice to replace it which we found
  strange that he was avoiding bringing the unit to us to facilitate the warranty
  claim. When we returned his call we offered to perform the submission for him
  but he became agitated and insisted that he was going to return the fan clutch
  kit. The first thing that came to mind being that the fan clutch failed was to
  ask if the engine had been overheated and his immediate response was no
  absolutely not which did not sound truthful. I agreed to call **** ***** **********
  and give them the purchase invoice number for processing. The customer was then
  told by Fort Garry that he must purchase a new kit and wait for reimbursement
  after the manufacturer inspects and either confirms or denies warranty to which
  he got angry and called us again demanding that we pay him for the failed fan
  clutch kit to which we responded that is the process in which everyone must
  follow and that we are not the manufacturer just a 3rd party to the
  sale of it. He then reluctantly purchased the new kit and had it installed by
  another shop (or himself, we are unsure).
  
  On May 10th, 2022 we received another voicemail
  from the customer stating that he needed to know what kind of warranty he had
  on the motor because the water pump was leaking. This was another odd phone
  call as we felt as though we had always been very clear and accommodating with
  our warranty and a water pump leak would have definitely been covered. We inspected
  and found a small leak coming from an o-ring seal on the water pump but we also
  notice that the top of the engine was covered in coolant which looked as though
  was coming from the overflow on the coolant surge tank and we immediately began
  to suspect another issue with the cylinder head/head gasket but found it odd
  that the customer did not make this report just that there was a coolant leak.
  We then connected the diagnostic pc and found multiple code for Coolant Temperature
  High Most severe level. We then performed and ECM history download with *******
  Insite Software for our records, we repaired the coolant leak on the water pump
  and then tested the cooling system for pressurization and a combustion gas leak
  detection test and  confirmed that there
  was another failed head or head gasket, we suspected cracked head due to the
  engine overheat. At this point we were feeling very uneasy about proceeding with
  any further work due to the engine overheat and the customer appearing to try
  to hide it from us. We suggested the best path forward was to get the customer
  to take the truck to a third party shop to have the analysis done as there was
  a complete lack of trust on both side and that it would be easier to have another
  shop confirm our work and diagnose the failure. ******* ******* **** agreed. We
  suggested that he take it to Onsite Diesel but he opted to take it to ******
  Diesel in Olds Alberta which was no problem to us.
  
  May 27th, 2022 we received a voicemail from ******* ******* **** stating that ****** Diesel had diagnosed several issues with the
  engine and he was looking to us to pay for it. He stated that #2 cylinder liner
  was moving around in the block, that the head gasket wasn’t a ******* genuine Head
  gasket, the cylinder head was crack (which we suspected) and that ****** had
  checked the fault history and said there was no history of high temperatures. The
  owner of Black Stack then went to ***** ****** ********** in Red Deer (****** Had
  sent it there to be inspected) which he then asked for their report to be done
  up and an invoice to be made out to Black Stack to submit to ****** ***** ****** with the warranty claim. The the shop foreman and owner of Black Stack
  went to ****** Diesel in Olds to confirm the other claims. When speaking with
  the owner of ****** we were surprised to hear that all of the other claims were
  false. We asked him about the cylinder liner moving around in the block and he
  said it wasn’t and also stated that all the liners and protrusions were in good
  shape. We then asked him about the claim that the head gasket not being a
  genuine ******* part we all inspected it and confirmed that it in fact was a
  genuine ******* head gasket. We asked him about the ECM not having Overheat
  Codes and he told us that he does not have the program to check the ECM fault
  history. We had brought our own diagnostic computer to connect and with ******
  Diesels permission we checked fault log history again and confirmed the
  overheat codes were in fact still there. We were now very concerned with these
  false claims and decided to pay ********* ******** to Perform an ECM download
  as a third party with the permission from ****** Diesel to do so. After
  confirming that the engine was indeed overheated and that there was no workmanship
  problems identified by ****** Diesel we lifted our labour warranty from the engine
  but still offered to submit for parts warranty to ****** ***** ******. The
  Owner of Black Stack then Picked up the Cylinder Head from ****** ****** **********
  and paid the invoice then drove to Lloydminster to deliver the parts and warranty
  claim information along with the report from ***** ****** **********. During the
  trip to Lloydminster, ******* Alberta limited called the owner of Black Stack
  and belligerently and aggressively accused him of stealing the Cylinder Head and
  threatened to call the RCMP to have him arrested for theft. the owner responded
  that he was going way out of his way to get the warranty submitted for the
  cylinder head on their behalf. The customer then responded that if the cylinder
  head was replaced that he was going to ruin Black Stack **********. We were
  completely shocked by the response by this behaviour even though we understood
  the stress that the customer was under we felt as though we were being treated
  extremely unfairly for all that we had done up to this point. As one last favor
  to ******* ******* *** the owner of Black Stack purchased a new ******* genuine
  Cylinder Head and Delivered it to ****** Diesel and advised that we would not
  cover anything further than that due to the engine being overheated, the deceit
  around the engine overheat and the harassment we received while going out of
  our way to try to help this customer in the best ways we could. In ******* ******* **** statement to the ****** ******** ****** they stated that we
  installed the head incorrectly. Once the Cylinder head was dropped off ****** reassembled
  and did not need to do any liner work and with our communication with ****** they
  did not once indicate that they found any problems cause by the installation
  done by Black Stack **********. This is a blatant and outright lie form *******
  ******* ****
  
  During this process we received a call from ***** *******
  asking if ****** put warranty on the Top end of the engine, Would we still
  carry on with the warranty on the bottom end to which we responded that we would
  only facilitate parts warranty from this point forward.
  
  August 3, 2022 the owner of Black Stack was informed via text
  message from the parts manger from **** ***** ********** that the fan hub
  submitted for warranty was credited directly to ******* ******* ****
  
  August 17th,2022 we received a voicemail from the
  customer again stating that we need to call him immediately and that he doesn’t
  know why we told Fort Garry that we did not install the fan clutch and that we
  need to call him back immediately. The owner of Black Stack returned the call
  and was met with screaming and yelling and being accused of telling Fort Garry
  that they should change their mind on the warranty and that we told them
  numerous lies to get them to overturn the warranty because they called
  requesting the money back that they awarded for the fan clutch rebuild kit. He threatened
  again that he was going to ruin our name and make sure we have to shut our
  doors with lots of severely vulgar and offensive language. The owner was extremely
  confused by this as we had received the text message from the parts manager from
  Fort Garry stating that the warranty was awarded and paid to the customer. We
  then called the parts manager at Fort Garry and asked what was going on we were
  in formed that they returned the funds to the customer before the manufacturer
  issued a decision on the warranty. Then after the fact Fort Garry was informed
  that the warranty was denied by the manufacturer (unsure of reason) then Fort
  Garry needed to collect the funds back from the customer. Again the customer
  was severely mistaken and did not understand the situation and accused us of trying
  to cause him grief. We are an extremely busy shop with a huge work load and we definitely
  do not have time to play such games nor would we have the capability to get
  Fort Garry or the manufacturer of the part (Horton) to overturn their decision
  on anything they do within their companies. At this point we decided that we
  can not take phone calls or return them to the owner of ******* ******* *** due
  to the threatening, harassing and aggressive nature he has towards us. Also as
  for his claim that we replaced the clutch kit, we did not and have no record of
  doing such but do however have the counter sale from the date we sold it to him
  as an individual part as indicated above. The pattern of lies, deceit and misdirection
  was becoming too great to be able to trust this company any further.
  
  September 10, 2022 we received a text message from *******
  ******* **** see below
  
  “The truck is AGAIN in the shop in olds at ****** **********.
  You can call (****** owners Name) or he will call you.”
  
  Then sent his contact information after that.
  
  In our conversation with ****** we were advised that the
  truck had spun a rod bearing and we received picture from ******* ******* ***
  showing a failed bearing and oil pan with what appeared to be brass shavings in
  the bottom. We advised ****** that the engine would need to be removed and all
  components sent to ****** ***** ****** for failure analysis and that the
  customer can arrange for transport themselves or once the engine is removed
  Black Stack can transport it there and to advise on the decision once the
  engine is removed. We heard nothing from ****** or ******* ******* ***
  
  September 22, 2022 - there was no contact since the 10th of September from ****** or ******* Alberta Ltd. Until the 22nd and
  this email was received.
  
  As you understand
  the 2014 ********* you have been working on for the last year and a half is no
  longer in working order.  As you replaced the engine with the one that is
  now in it, we are writing to ask that you honor your warranty. We have honored
  your request to take it to a third-party mechanic. As you are well aware that
  he agreed to warranty the work he did on it and you told him you would continue
  to warranty the rest.   We have a signed statement from said mechanic
  that as he was warrantying his work on the engine that you would warranty
  yours.  We are not only out several thousands of dollars in repair bills
  for repairs, rebuilds and replacement engine all performed at your shop. 
  We are out several thousands of dollars in lost wages for all the down
  time.  Buck has tried to contact you to resolve this matter without any
  response.  As we have consulted a lawyer on the matter.  We have
  decided to reach out to you one last time to see if you and your Company will
  make this right once and for all before, we proceed with a lawsuit.
  Please feel free to
  reach out to me personally at the number or email below.
  
  Being that this
  email had indicated they we taking legal action against us we were advised not
  to respond.
  
  September 28th 2022, we received an email from the ****** ******** ****** with a claim from
  ******* ******* **** against us.
  
   The owner of ***** ******* then called the owner
  of Black Stack after hours on September 28th 2022 asking how we were
  going to proceed with the matter and looking to Black Stack to make an offer of
  an amount that we would contribute to the replacement of the engine from The
  ******* ISX that the truck was manufactured with to a Detroit Engine which is an
  extremely big job as the ********* Chassis is not compatible with the Detroit
  line of engines and will require an immense amount of fabrication to get the
  engine mounted and plumbed as well as needing a cab control module and gauges along
  with an array of other work. We said that we would facilitate parts warranty on
  the failed parts but we must follow the correct warranty procedure requested by
  the manufacturer and the owner of ***** ended the conversation stating that he
  requires an email from us stating the amount we will be offering towards this project.
  
  We do not feel that
  we are obligated to contribute to this as we are not liable for the repair due
  to or labour warranty being removed due to the engine overheat from the fan hub
  failure. However any warranty awarded on the engine from ****** ***** ******
  will be refunded to the customer. We feel that this is a more than fair compromise
  and are prepared to defend any further actions taken against Black Stack **********
  Ltd in court.
  
  In summary as
  outlined above we have accommodated this customer over and above what we feel
  was required of us on many occasions and putting up with reluctance to spend
  money on required repairs, verbal assault, aggressive behaviour in our shop and
  in front of our mechanics and other customers and in one instance in front of
  the Owners 2 year old daughter. We have been accused of being liars and trying
  to cheat them while being lied to. Our livelihood has been threatened by this
  report to the ****** ******** ****** and To AMVIC. We have been Slandered in numerous
  ways to potential customers and to parts distributors. But every time this
  customer was in need of anything we were there to help. At the end of the day
  this was an 8 year old truck with over 1.2 million kilometers with a *******
  engine which have a bad reputation for failures and high operational costs. We
  can not be Held liable for every last cost for a truck that we do not own. Had
  this customer knew us before buying this truck and asked us if it was a good idea
  to buy it we would have advised against it being that it has a ******* engine
  and it has 1.2 million kilometers on it.
  
  

  Customer Answer

  Date: 07/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Let’s begin with the fact they would have
  advised me against purchasing this truck had I known them before.  That statement makes me nervous.  *** **** ****** entrusted them at the price of
  $31,000 to make sure that this truck was in top notch condition.  Black Stack also performed a passing CVIP
  yearly inspection required by the Government before I purchased.  Therefore, I purchased the truck as it had
  maintenance records proving it had been gone through and passed the legal CVIP. 

  
  As far as transmission repair Black Stack
  had nothing to do with that repair. We had no dealings with Black Stack at that
  point.  So, any comments to that repair
  are uncalled for.
  I began my journey with Black Stack in May
  of 2021.

  
  We had originally commenced a trustworthy
  relationship with Black Stack as they had done all the presale work for *** **** ******. We hoped to build a great relationship with them as every driver need
  to have a great mechanic to do routine and preventative maintenance.
  Black stack did accommodate us by getting
  us in right away when we had issues, we are not arguing that point. The
  argument lies with why the issues were not resolved each time.

  
   Frustrated at times of course due to the
  situation but verbal assault and aggressive behavior is an exaggeration. There
  was a heated discussed in December 2021 as we were then needing a third engine
  repair. This took place in the shop area and there was a small child that came
  wondering through the trucks, at that time the heated discussion stopped immediately. I even
  asked the mechanic on duty why a small child would be in the shop as it is a
  dangerous place to be for children.

  
   My
  trust with Black Stack did not start to waiver until after the second large
  engine repair. I knew the truck was still not running right so I would stop in
  each time, and they would troubleshoot…. swapping my parts with new parts
  without solving the problem. At this point, I became reluctant on spending my
  hard-earned dollar on new parts that did not seem to make any difference with the
  issue. I felt like a test dummy.  I was
  there for warranty work.  But it was
  always something else and still not resolving the issue.   Why
  not at this point say I don’t know what is wrong I would like you to go to
  third party for diagnosis?  Maybe it
  would save us all a lot of money and anguish.  No, we must put this new part in or try this new part.

  
  So, this led to the engine swap with a
  ******* rebuilt by Black Stack.  Again,
  this was it all was solved according to Black Stack.  I was so happy to think this was all behind me.  I had Black Stack install a rig up kit and do
  my yearly CVIP.  Guess what it
  passed.  The truck with 1.2 million
  kilometers and a newly rebuilt Engine.

  
  To clarify, my ability as a driver, I have had
  my class 1 for 43 years and have owned my own trucks and worked for companies
  where I have driven theirs. Thus far, no engine replacement was needed, nor
  have I ever encountered any situation close to the one I have endured over the
  last 1.5 years.
  
  ***** involvement is because they have
  refinanced our loan multiple times due to the constant repairs on the
  truck.  The last phone call from ***** is
  because owner of Black Stack stated to owner of ****** ********** that he would
  not reply to anyone with ******* ******* **** but that he would speak to owner
  of *****.

  
  For any questions regarding **********
  diagnosis, pictures or conversations had with owner of Black Stack the owner of
  ****** ********** has asked that you please contact him directly.  At this point the, he said she said is
  getting us know were.  I believe actual
  conversations with parties involved would prove any truths or untruths.

  
  Our livelihood has been threatened due to
  our truck failing to function properly after hours, and thousands of dollars
  paid to Black Stack.  To possibly losing our business.  I do not believe what we are asking for is
  unreasonable. 

  
  As far as warranty parts claims being all
  Black Stack is willing to do to solve this situation is not acceptable.  Black Stack is stating they removed their
  labour warranty due to overheating.  This
  can be disputed by speaking to owner of ****** **********.

  
  We have had a few email conversations since
  this complaint was filed and have agreed to have Black Stack pick up the engine
  once removed to have it diagnosed for warranty purposes. This still stands.  We will contact Black Stack via email and
  give written permission for this to take place at that time.
  

  
  
  
  
  Sincerely,
  
  ****** ******** ******* ***** ***** ****** *********
  
  

  Business Response

  Date: 07/10/2022

  We are unclear as to what the customer thinks the CVIP
  inspection entails. The inspection is in fact a safety inspection which includes
  inspection of brakes, suspension, steering and overall road safety conditions
  to ensure that the commercial vehicle is fit for Alberta highways. It is not a
  bumper to bumper inspection that requires us to put a guarantee on
  functionality of any components outside of the required CVIP checklist items. CVIP
  inspections don’t even require fluid level checks, so we believe that the
  customer is under the impression (as many people are) that a CVIP inspection
  means that there should be no underlying problems whatsoever which is
  completely inaccurate. Our previous statement indicated that we would not
  recommend buying this truck due to the fact that it has a ******* Engine in it
  because of ******* ******* being known for their high failure rate and high
  operational costs. Again, we will reiterate that both the CVIP inspection and
  the *** **** ****** inspection could not have foreseen future failures of internal
  engine components, wiring harnesses, injectors, fuel pumps, poor aftertreatment
  delete methods, leaks in charge air coolers. We can only inspect and report on
  issues detected while following these check lists. We are not requested by the
  Government of Alberta or *** **** ****** to disassemble major components such as engines,
  transmissions, differentials, hydraulic systems etc. When the truck was brought
  to us by *** **** ****** we were informed that it had just had a full engine
  rebuild around 170,000 km prior to them purchasing it. This rebuild as
  indicated to us by supporting documentation from the rebuilder showed that a new
  cylinder head and cam shaft were installed, upon on bringing the truck into the
  shop we heard the faint ticking noise from the top end of the engine and advised
  *** **** ****** that it sounded like a failed camshaft to which we were then
  asked to inspect further by removing the valve cover and confirmed our suspicions.
  Had we not had extensive experience with these engines and detected the failed
  camshaft and ******* would have had that repair to add to their list which also
  would have been the risk of buying a used vehicle. We are under the impression
  that we are being held to account for the Valve Seat dropping out of the
  cylinder head and the cracking it had on the first failure and that we should
  have been able to detect this from out inspections which is completely false. We
  see that we are being made out to look as though we are not thorough and that
  we do not stand behind our work but our reputation from all of our long lasting
  customers and rapid growth over the last 4 years speaks for itself and are
  actually known for going over and above expectations which usually results in
  us finding more than what another shop might find but our customers appreciate
  our findings and are happy to have issues addressed that would otherwise have
  been overlooked.
  
  The customers statement that issues were not resolved is wildly
  inaccurate as we followed our troubleshooting as outlined by ******* Diagnostics
  guides and when finding an issue in the process we were met with the customers
  denial to repair or replace the required parts based on their thoughts, not ours.
  So many thinks did not get repaired and replaced and the unit had ongoing
  issues as we were not authorized to follow our outlined repair guides. Especially
  after the failure of the head on the first occasion where they refused to
  proceed with our recommended action and demonstrated on every single interaction
  with this customer.
  
  In the customers response they make the statement “Guess
  what it passed.” In reference to the second annual CVIP inspection. We are confused
  but what this means. The inspection in fact failed the initial  inspection as we found some minor repairs
  which did not meet Government of Alberta standards (which were all standard wear
  and tear items common to fail). See below for description from our invoice and work
  order;
  
  PERFORM CVIP
  INSPECTION ACCORDING TO GOVERNMENT STANDARDS. UNIT DID NOT MEET REQUIREMENTS TO
  PASS INITIAL INSPECTION. #1 DRIVE AXLE INPUT U-JOINT EXCESSIVE PLAY, #1 DRIVE
  AXLE OUTPUT U-JOINT EXCESSIVE PLAY, #2 DRIVE AXLE INPUT U-JOINT EXCESSIVE PLAY,
  #3 RIGHT DUST COVER MISSING, DRIVER SIDE WINDSHIELD CRACKED, RIGHT SIGNAL LIGHT
  SHORTED TO TAIL MARKERS, INVERTER WIRES RUBBING ON WEBASTO EXHAUST, HOSE CLAMPS
  FOR AIR HORN ARE NOT DOT APPROVED FITTINGS. PERFORMED ALL REQUIRED REPAIRS TO
  PASS INSPECTION AND ISSUED PASSED CERTIFICATE. UNIT QUALIFIED FOR "C"
  INSPECTION WITH ALL REQUIRED DOCUMENTATION PROVIDED.
  
  What the CVIP inspection has to do with the engine, is again
  confusing. CVIP inspections are not a bumper to bumper warranty inspection on
  every last components attached to the truck.
  
  In response to the their ability as a driver, they expressed
  to us that this was their first ******* engine and that they had not owned or
  driven one prior and went on later to describe how they drive it by lugging it
  down. which should not be done.
  
  Again if the owner of ****** is willing to make the false
  claim that there is no fault log history on the ECM, we have our own ECM
  diagnostic report clearly showing the over heat codes as well as one from
  ********* ******** showing the same data in which we paid them $683.18 out of
  our pocket to travel to Olds from Red Deer to Retrieve. This documentation is
  filed along with all of our other supporting documentation in the  matter regarding this issue and we are
  prepared to defend this in court.
  
  Our offer to Transport the failed parts to Lloydminster at
  our cost should be appreciated by this customer as we are not the manufacturer
  or the distributer for them and at this point really have no responsibility to
  do so for them, but still this is not good enough for them and we feel that no
  action will do so. As they stated to us on the phone conversation their goal is
  to ruin our name and to have a bad report go through to the Better Business
  Bureau. This warranty submission is their best chance to have recuperation for
  the failed parts but is not guaranteed as the manufacturer will likely deny it
  due to the documented ECM image that they will require for the submission. If this
  offer for us to transport the engine for them is not acceptable to resolve this
  complaint with the ****** ******** ******, we will revoke that offer and the customer
  can then transport it at their cost and we will forward all supporting and
  requested documentation that ****** ***** ****** requests to process the claim
  to ****** ***** ****** upon their request. 
  We have attached the ECM image that clearly shows the overheat
  in the fault log from ********* ******** along with the Invoice we were charged
  for getting them to do this report.

  Customer Answer

  Date: 13/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  In response to Black Stack **********s last message.   I do not accept the fact that I should be appreciative that they will take parts to be analyzed for warranty. As the repair shop, they purchased said parts and they failed.  That is their job. I have paid thousands of dollars to reinstall/rebuild engine due to “warrantied parts” they installed.  Fan hub purchased in August 2021 that keeps getting a bad rap from Black Stack was initially installed by me I do not deny that.  That same fan hub was removed and reinstalled by them 3 different occasions since.  Once in November 2021 engine rebuild, once in January replacement of engine with one Black Stack had rebuilt themselves and again in February when head gasket went on replacement engine.  The hub fan did fail and not run properly and cause engine to get warm.  I stopped immediately to check out the truck and had hub fan replaced immediately.  Black Stack insists that this is the reason for replacement engine problems.  The engine at no time got hot enough to cause damage.  Proven by Black Stack themselves as the head was supplied by them under warranty to ****** ********** to replace.   Black Stack had stated previous too that if the problem was caused by engine getting too hot that it would not qualify for Warranty, and they would not replace.  THEY REPLACED!  Also, when removing head for replacement ****** found that there was a groove in the head.  When asking Black Stack, they stated that was caused by the fluttering of the head gasket that they had to replace shortly after engine was installed.  ****** stated that they would have never put a head with a groove in it back on.  Black Stack did not see anything wrong with it. 

  My driving skills:  I at no time ever told Black Stack that I had never driven a ******* engine.    I have never owned a truck with ******* engine. However, I drove trucks with ******* ******* for 14 years with *** ******* and ******** ********.  Without any issues I might add. 

   

  As far as CVIP goes.  I understand what it is.  My point was that each time they had performed the CVIP the engine had been gone through by them or replaced with one rebuilt by them.

   

  In short, I am disappointed that Black Stack still refuses to take any type of responsibility for their work.  It has always been part failure or driver failure.  They have still not picked up engine from ****** ********** for analysis.

  Were ******* ******* **** stands at this point is thousands of dollars spent and a truck that does not run.  Were does Black Stack ********** stand? 

   

   

  ****** *****

   

  ******* ******* ****

  ** * **** * *** **
  
  ***** ******* *** ***