Hyper Mechanical Services, Gatton, QLD

This is the first email we sent in response. DATED 13/3/21 I would firstly like to apologize for the late reply, as we were not aware any correspondence had been made. It was only by chance your email was found in Junk mail.In response to your email, there are a few things I would like to make correction to. Firstly, when you first made contact with us to book your van in, we did mention we were extremely busy (as we always are), which meant we already had jobs in, we were working on before yours came in. Secondly, when you dropped your van off 16/1/21, it was only then that you made us aware of the fact you needed it back by the start of school 27/1/21. Already pressed by other customers to have their jobs finished first, this put us under extreme pressure to have their vans, and yours done in 11 days. We were trying to do yours and atleast 2 other engines at the same time. We actually had to jump you in the queue to get yours done before another customer who was already booked in.  Regarding the issues mentioned, We will look at the engine noise and oil leak, which are relevant to your warranty. As for the throttle control valve, it was the original sensor taken off your engine, as was your O2 sensor, cam sensor, oil valve, starter motor, manifolds, catalytic convertor, gearbox and all other related sensors and exterior parts. It explains clearly on the warranty what we replace in rebuilding the engines. We can't be responsible for all of these items, and at no point did we give you any indication that we are responsible for these items, on the warranty or any of our advertisements. Therefore it is your responsibility if any of these items need replacing. Concerning the throttle control valve, we can easily fit the part and sort out the idling issue concerned, but you will need to pay for the part, labour included. As for the airconditioning regassing, we are not responsible for this cost, and nowhere in our advertisements or any conversations we have had with you, does it mention/was mentioned, this is included. We do supply all the oils, fluids and filters free of charge. We do this as we know you have to get your aircon regassed which is obviously an extra cost, and we do this to be fair to our customers. As for the wiring concerned, although we are not accepting responsibility for it, as a gesture of good faith, we will also put it right for you.  As for uncompleted work done on the car, eg: your bumper, obviously we had not finished reinstalling it when you had arrived to pick the van up. I then fitted the bumper while you were there, and you drove away with a complete and sound car. We are not quite sure what exactly you are referring to when you say it was unfinished. You have 12mths warranty on the engine. We will honour any concern that you should have within the 12mths, but we are not responsible for travel costs, should you need to bring it back to our garage for a warranty claim. We would also like you to remove the negative feedback you have left on our google page, because we have never refused to sort out any issues you have, although as you blocked our number and only contacted us through email, which ended up in junk mail, we were never made aware of your correspondence until now. We are willing to resolve any engine concerns in the 12mth warranty period, but we are upset through no fault of our own about what you have written about our company. If you do need to bring it back to us for any warranty claim, you need to contact us by phone/SMS, so we can respond back to you promptly.  Regards, Craig & Stacey Hyper Mechanical Services After no phone calls or messages from you to bring your van in and let us sort the issues out, but still leaving scathing reviews and emails, we then sent such email DATED 28/4/21 "Hi, There's no use in going through all this again. So simply, book your van in with Stacey, we will replace the throttle sensor, tidy up your wiring, and see if there is an oil leak and fix it. Problems solved. Regards Craig" to which you then responded you had already fixed the issues concerned. We have said to you numerous times to bring your van into us and we will sort out any problem/concern you have with the van. We have never turned you away, but simply explained what is covered under warranty and what isn't, and that we do not pay for travel expenses for our customers to get their vans back to us. In the end, we offered to supply and fit the sensor for FREE, sort your wiring out for FREE, and deal with any oil leak, if there is one, under warranty. We couldn't be any fairer with our response. Besides this attempt, you have still continued to leave us bad reviews, on a number of different platforms, and keep our number blocked on your phone. We still to this date have not received a phone call or text from you to allow us to sort the issues out. Stacey Hyper Mechanical Services