Complaints

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• Initial Complaint

  Date:28/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On Tuesday July 18, 2023 I arrived at International Dyno about 11:45AM for my 12PM appointment. I drove my car into their bay (which started fine btw) & they strapped it to the dyno. They started the tests about 12:15PM. Right away I wasn’t comfortable with this procedure. They revved my car IMO way too high (7,250 RPM redline) before it was up to operating temperature which was my 1st sign they didn’t know what they were doing. I am observing away from the car watching the information that is displayed on monitors on the wall. Without telling me what’s going on the car is shut off & they start scrambling under the hood. Something is wrong but I don’t know what. **** takes the cap off the cooling system reservoir tank, super hot coolant bubbles out subsequently burning his hand. It was then I was sure they didn’t know what they were doing! Anyone that knows anything about cars knows you don’t open the cooling system when it is hot. If they don’t know it states very clearly on that cap NEVER OPEN HOT! Once the coolant stopped bubbling out they put water into the reservoir in an attempt (I guess) to cool it down ruining my proper coolant ratio which I’m now going to have to fix which is another expense for me. During this **** was saying “The rad is air locked” I’ve been driving this car for at least two years since the coolant was replaced with no problem. The cooling system did not have air in it or it would have overheated previously, which it had never done before that day. After that it wouldn’t start. They tried to boost the battery but it still wouldn’t start. They put 2 or 3 boosters on it including a heavy duty charger that looked like a welding machine. After cranking & cranking it trying to get it going I started to smell burnt wires or a burning electrical smell. Again I’m on the sidelines observing all this. I see **** grab a fire extinguisher that’s when of course I became very worried & shouted “Is it on fire?” **** said “I don’t know” & him & ***** started unhooking the car to get it out of their shop in case it’s on fire. Things settled down when it became apparent it wasn’t on fire. ***** suggested I needed a new starter & asked if I want him to see if he could have my car repaired at a friend’s garage (******* at *** ******** *********** nearby, ******** ON ************). At this point I am more or less in shock as to what has transpired here at what I thought was a professional business. I didn’t know what else I could do. I’m 300 kms. from home with a dead car so I said fine & then called *** to arrange a tow to this *** ******** ******. *** said a tow truck would arrive about 2PM, it was now about 12:30PM. I had been in their shop about ½ hour & had paid $1,300 with nothing to show for it but a damaged car. We then pushed my car out of the shop to the parking lot to await the tow truck. I waited & waited & waited. I received a text from *** the tow truck company had changed & the new ETA was 2:52PM. By this time *****, **** & another two men that were there during the fiasco had all left & the shop was closed. At 2:39PM I received another text from *** saying the ETA was 3:45PM. At 3:52PM I received another text saying the service provider had changed & the ETA was 3:45PM. Then another text saying the ETA was now 4:40PM. During this time I had been trying to start my car which would roll over very slowly but not start. While trying to start it I noticed each time the engine temperature was dropping & was now about mid gage. About 4PM I wondered if the cap had been put back on the rad reservoir & when I checked it had not & was nowhere to be found. I called **** ********* who had removed the cap & told him it was missing. He asked if it was under the hood, I said no I can’t find it, it must be inside, he said he would come back to the shop. 10 or 15 minutes later **** arrived, went inside & came back out with the cap. He was clearly pissed off. I said thank you, he drove away, I replaced the cap & continued waiting for the tow truck. At 4:31PM I received a text from *** saying the new ETA was 5:27PM. I phoned *** to say I surely wasn’t going to make my appointment to have my car repaired still not knowing if the starter was the issue or would even fix the problem & I asked about a tow home, they said do you want to cancel your tow to ******** & now get towed home, I asked if they could tell how far that would be, they estimated about 300 kms. & it would be $5 per km. over the 200 which was included with my plan (100 extra kms. @ $5/km. = $500). Very frustrated now & wondering what I was going to do if I couldn’t get to the garage on time, if they could fix my car & what was I going to do if they couldn’t. Not wanting to incur an extra $500 expense I told *** “Not at this time.” It’s now about 5PM. I’ve now been here 5 hours my car is broken & I don’t know what I’m going to do. I called *** ******** ****** back, explained my situation & could they still do the job? They said if I could get there ASAP yes. After 4 hours of texts from *** saying they had changed tow truck companies 2 or 3 times extending the time a tow truck would arrive by several hours I phoned *** ******** again & they said they had the starter & if I can get there in an hour they could still do the job. I called *** back to ask the status of the tow truck, they said it would be there within 30 to 45 minutes. I waited another ½ hour for the tow truck then called *** again. I said I have been a member since 2009, I’ve hardly used their services, I’m stuck far from home I don’t know what I’m going to do & under the circumstance could they get me home with no extra charges. After being transferred to an agent in my home area & explaining my situation to her & that I wanted a tow home with no extra charges she put me on hold to consult her supervisor (she was very sympathetic) they agreed. I don’t remember when they said a tow truck would arrive but probably said it would be soon. I really doubted it would be soon I’m sure it would be difficult to get someone in Ottawa to take me 300 kms. It was now about 5:30PM. One last time I tried to start my car & miraculously it started. I decided not to wait for the tow truck that perhaps was never coming & my best option was to try & drive home. Still not knowing to what extent my engine or wiring (due to burnt wire smell) may be damaged. I phoned *** ******** & they said they could still do the job if I could get there soon. I told them I was going to try & drive home & thanked them for the trouble (which they said no problem & good luck) & drove home nonstop without incident.
  
  The next day I called ***** **** (International Dyno office manager who took my initial $200 booking fee by credit card over the phone) to say under the circumstances of not getting what I paid for I would like a refund. He said I’d have to talk to **** & I could catch him in the morning. I called **** ********* Thursday morning & asked, very nicely for my money back as I feel I didn’t get anything (less than anything) for my $1,300. He was still very upset saying it was my responsibility to follow the checklist (I had covered all the items on the checklist there was nothing wrong with my car before visiting International Dyno) blaming me for his hand being burned & exclaiming “That’s uncool!” several times & “they don’t give refunds” he finally agreed to refund me $500 dollars “to have it done with” explaining he had to pay his technician (*****) $500 for the session & wanted $300 for the ½ hour my car was there. I have made an appointment with a local garage (******* ****, Demorestville, ON ************) for Tuesday, July 25, 2023 to see what’s what.
  
  I feel I have to sue as they did nothing but waste my time & the expenses I incurred including perhaps damage to my car. I don’t have a figure at this time but have contacted someone for legal advice & I’m hoping to hear back from them soon. Stay tuned boys & girls.
  
  As of now I’m thinking I want all my money paid to Int. Dyno refunded which is $800 remaining plus $100 for gas & $100 for my wasted time. If it turns out there is no damage incurred to my engine from their incompetence they somehow ruined my starter (depending on what ******* **** finds) so IMO they owe me for that & loss of use of my vehicle for a week, etc. I’m thinking $2000.00 might make things right unless it turns out there is more damage to the car I’m not aware of at this time. Also this business should be sanctioned (I don’t know what that would be maybe the ****** ******** ****** should look at them) for being frauds & perhaps CRA should look at them for tax fraud.
  
  I’ve gotten my car fixed & I’ve had to replace the starter which cost me $634.64. I’m going to take the old one apart & see if it shows signs of burned wires. I think that might be what burned & why it wouldn’t start anymore following that. As of now July 27. 2023 I’m thinking $2000.00 plus for compensation. **** ******* ******* ** ************

  Business Response

  Date: 07/08/2023

  This is WHAT **** said via email-  the day after he arrived UNPrepared.

   

   

  "**** ******* Jul 19, 2023, 5:22?PM
  
  
  to me
  
  
  
  
  
  
  
  
  
  Hi ****.
  
  
  I have more trouble with this car than I realized ****.  It's not going to be worth my while to repair it.   I hope you can understand my position.  ***** said he heard something & he was right.  I haven't had it fully diagnosed but it's something in the drive train maybe the rear end.  
  
  
  I'd like to respectably ask for my money back.  Or at least most of it.  I hope you understand & will be reasonable.
  
  
  
  Thanks.
  
  
  **** *******
  ************"

  -=========================================================================================================================

   

   

   

   

  **** Arrived

   

   

       Unprepared to Have his vehicle Dyno Tuned.   He was given a FULL CHECKLIST (see Below) and all appropriate documentation including 

  full procedure and   "CHOSE TO IGNORE"   all of this.

   

       He is welcome to return when his car is "READY" and  He Still Owes the Balance of his Dyno Time - Including his return fee of $150.00 + HST.

   

   

  Some of the issues he DID NOT have ready:   Car was unable to start Normally and required Boosting.  Faulty Starter. (he knew ahead of time)

                                                                            Car had recently had a replacement motor installed and the coolant NEVER BLED.

                                                        **** said sometimes my engine gets hot when I am in slow traffic. (he knew ahead of time)

   

  We have spent hours going over with **** attempting to "educate"   him   providing "resources"   We called in a SPECIAL favour to have

  his starter replaced    (which should have been done years ago).   We tried every avenue to HELP ****.

  He was given a VERY thorough email on why his car is in the condition it is in.   **** REFUSES to listen to anyone else's advice.

  **** IGNORED THE COMPLETE checklist procedure.

  When his Starter failed due to AGE  (this is a 2009 Cadillac with a 2009 Starter)

  Which he KNEW ahead of time (He arrived with EXTRA BATTERY and BOOSTER Cables in the trunk to BOOST his car)

   

  anyway **** is Welcome back anytime to have his car tuned and running correctly.

   

  ONCE he completes his checklist and PAYS HIS BILL and outstanding fee's.

   

   

   

   

   

   

  HI ****
  
  
  EACH (ALL) of your questions / inquiries /  concerns   are  answered   BELOW.
  
  
  
  
  ========================================================================================================
   Q = It shows test conditions at 60F but it was hotter yesterday  [(60 F  is NOT the temperature)   ONE has NOTHING to do with the other.]
  
  
  
  
  
    A = J607 standard considers that the engine was run on a 60°F day with 0% humidity and a barometric pressure of 29.92 in-Hg or the newer SAE J1349 standard of 77°F (25°C) day with 0% humidity and a barometric pressure of 29.234 in-Hg (99 KPa).
  
  
  
  ==================================================================================================================
  
  
  
   I don't think it was air locked.  It always runs at normal temperature even on hot days.  It can heat up a little stuck in traffic.  That's something I was hoping you could change to have the rad fans on more that maybe would help that.  But maybe the rad isn't big enough with this higher compression engine. 
  
  
  
  
  
  higher compression engine.    (this engine does NOT have enough Compression ratio increase to affect your coolant system  AT ALL)
  
  
  
  Radiator and Cooling system  were FULL of air .       Engine was down  9 Liters of coolant 
  =================================================================================================================
  
  
  ======================================================================================================
  
  
  Perhaps we could avoid overheating if we correct timing issues before revving it too high next time?  Just a layman's thoughts.  
  
  YOUR car overheated   because NO one ever followed the correct bleeding procedure after the engine rebuid and install .......
  
  
  Your ignition timing is VERY  very conservative  and still on   "STOCK"  untouched file.
  
  
  Any car should be able to run under mild load  for   UNDER 8 seconds  with out overheating    YOUR CAR WAS ILL prepared to run and NOT ready for a Dyno Tuning session
  ==========================================================================================================
  
  
  
  
  
  
   I've found the starter should have a heat shield on it which I don't know was put on when I had the motor work done 
  
  
  
  
  YOU WILL NEED a new starter and  New  Ground cables  and  power delivery and Solenoid  wiring   etc..... going to 
  your starter.
  
  
  NOBODY needs to carry a spare battery and booster cables in the trunk of their cadillac. to make is roll over and start
  
  
  DIAG  diag   diag
  
  
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  HERE IS THE FILE(attached .HPT)that comes with your car.    this has your timing , fueling,  etc....  etc....
  
  
  Here is the Data Logging System used to "LOG"  ALL of your parameters.....
  
  ***********************************              HP   suite 
  
  
  
  
  
  ***********************************************        Scanner 
  
  
  
  
  
  ***********************************                    MPVI 2 drivers

   

  **** ********* <***************************> Jul 20, 2023, 2:30?PM
  
  
  to ****, Calendar, me
  
  
  
  
  
  
  
  International Dyno Authority
  DYNO CHECKLIST
  
  • YOU ARE RESPONSIBLE for ensuring compliance with every item on this DYNO CHECKLIST.
  • NOTE: There is a $150 re-strapping fee if you arrive for your Tune and the vehicle can't be
  Tuned because it fails this DYNO CHECKLIST.
  • QUESTIONS? Call **** ** ************
  • RESCHEDULING? Call ***** ** ************
  
  ? Exhaust system
  Exhaust leaks can cause inconsistent tuning, and weak components can come apart during the
  rigours of the dyno test. Repair or replace any problem components - including loose or missing
  hangers. If your exhaust system is leaking, we may NOT be able to tune your vehicle – inspect your
  system carefully for leaks and repair them before your appointment.
  ? Drivetrain
  Is your drivetrain in good condition? Inspect your wheel bearings, driveshaft, suspension, U-joints,
  and CV boots for signs of wear or deterioration.
  
  ? Tires
  Ensure that your tires are in good condition and properly inflated. If you are planning on changing
  rim sizes, you will get a more accurate tune if you do so before the dyno test. Studded tires are
  NOT permitted on the Dyno.
  
  PAGE 2/3
  
  ? Sensors
  Are any sensors faulty or not working? If yes, replace them in advance of the test. If your check
  engine light stays on, we can usually identify the problem through your ECU; however, certain
  issues may affect the consistency of your tune. Be sure to contact us in advance if you have a
  Check Engine or other warning light on.
  
  ? Cooling system
  Ensure your hoses have not deteriorated, all hose clamps are tight, and that radiator fans are
  working. Dyno testing places a heavy load on your engine, which will get hot. If your radiator
  fans are manually operated, tell the dyno operator in advance.
  
  ? Previous tuning
  If your vehicle has been previously tuned, bring a copy of the Base File from the ECU, and ensure
  the computer is not locked. Re-mapping the entire engine from scratch can be more expensive
  than tuning or editing the existing map.
  
  ? Electrical wiring
  Ensure that your wiring is properly grounded and protected. dyno testing and custom tuning of
  vehicles go smoother and quicker when all wiring is neat, tidy, properly grounded and protected
  from heat.
  
  ? Fuel tank
  Make sure your tank is at least half-full. Fill up with the same octane fuel you routinely use
  for a consistent tune.
  
  PAGE 3/3
  
  ? Fluid levels
  Check your engine oil, coolant, transmission oil, and gear lubricant levels. If there are any fluid
  leaks, repair them in advance. We do not allow vehicles with fluid leaks into our shop.
  
  ? Engine Modifications
  Call **** ************** before your visit if you have changed or upgraded the vehicles:
  a) Fuel Injectors (We are unable to tune vehicles with certain aftermarket fuel injectors),
  b) Camshaft,
  c) Long-Tube Headers, or
  d) Added a powerboost or supercharger.
  
  ? If You Don’t Know - Ask
  We’re here to help and would much rather take the time to answer questions than find an issue
  on the day of your dyno appointment.
  
  QUESTIONS? Call **** ** ************
  RESCHEDULING? Call ***** ** ************

   

  ==============================================================================================================

  ****'s  emailed invitation below.   This was sent to **** and verified as received and Followed up    JULY 13th  **** was 

  provided with complete information.

  Invitation: **** ******* 2009/2015 Cadillac CTS @ Tue Jul 18, 2023 12pm - 3pm (EDT) *****************************
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  
  *********************************** Jul 13, 2023, 9:18?AM

  ALL Information provided:

   

   

   

  Hi ****,
  Thank you for scheduling an appointment with us. Please read the following information carefully; it contains essential information for tuning your vehicle.
  **IMPORTANT**
  Please open and read the attached 3-page PDF (DYNO CHECKLIST.pdf). 
  You are responsible for ensuring compliance with every item on the DYNO CHECKLIST. 
  If your vehicle isn't ready, please call ***** ** ************ to change your appointment time/date.
  If you have any questions about the DYNO CHECKLIST, call **** ** ************.
  NOTE: There is a $150 re-strapping fee if you arrive for your Tune and the vehicle can't be Tuned because it fails the attached DYNO CHECKLIST.
  PAYMENT INFORMATION
  A deposit is required to schedule an appointment. This deposit is ONLY refundable if you provide at least 2 full business days' notice of cancellation or rescheduling. 
  We accept cash, credit card, e-transfer, and debit payments. If you pay by cash, we offer a discount equivalent to the HST.
  The amount due on the day of your appointment is: 
  $1300.00 - $20.00 (deposit PAID) = $1100.00 if paid by cash 
  $1300.00 + $169.00 (HST) - $200.00 (deposit PAID) = $1269.00 if paid by debit or credit. 
  If your Tuning exceeds the maximum scheduled time of 2 hours, there is an additional fee of $150/hr.
  If you need to change or cancel your appointment, please call ***** ** ************.
  ______________________________
  OFFICE USE
  Email:  ***************
  Phone:  ************
  Date Booked:  July 13
  @ July 13, 2023
  
  3 hours
  $1300
  $ 200 deposit PAID
  Motor is combo 2015 & 2009
  short block 2015
  2009 ECM
  Port injection
  2009 camshaft & injectors
  Knocking
  
  When
  Tuesday Jul 18, 2023 · 12pm – 3pm (Eastern Time - Toronto)
  Location
  International Dyno Authority, 2535 Blackwell St, Unit 108, Ottawa, ON K1B 4E4, Canada
  View map
  Organizer
  ***********************************
  Guests
  (Guest list has been hidden at organizer's request)
  Reply for ***************************
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  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20388344
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: 20388344
  
  
  
  I am rejecting this response because:

  The response from **** ********* of Industrial Dyno Authority is all lies.  The $300 charge he is referring to is due to his own incompetency & I certainly will not be blamed for that.  There is no ongoing tech support &/or I certainly have not agreed to anything that he may be referring to.   I will forgo the starter replacement charge & settle for a full refund of $1,100.00 (paid in cash as requested which I did not get a receipt for) less the $150 booking charge that I will give for the 1/2 hour of the 3 hour session I paid for & less the $500 I have been refunded.  I will accept $600 refund in compensation for work paid for but not performed.  If I have to go to small claims court I will be asking for more.  
  
  
  
  Sincerely,
  
  
  
  **** *******