Custom Innovations, Gave me a bum motor two times. Suppose to have a 3 year warranty, more or less told me and others too bad. Still in business. Madison Wisconsin
After $3245.00 on my credit card, pulling my motor, installing the first motor Custom Innovations sent me, it blew a headgasket. Then after several tries to get ahold of the owner, he said no problem. Just pull it out, again, send it back, we'll fix it, and send it back to you with bigger Timeserts and you won't have anymore problems.
After waiting for all that to happen, we finally got the motor back, installed it, which is no easy task for a Cadillac, put all new fluids in again, the samething happen almost from start up. He adverstises a 3 year guarantee. I've been going thru this for 1 1/2 years with about 500 miles total on the motor and a extra $400.00 in rental fees, fluids, etc.
After trying several times, leaving messages to get a response from him, we finally get a gretting saying that he is having trouble getting his Voice mail messages, and you have to respond by Email.
O.K. So we Email him, and after acouple of days he respons saying sorry for the problem but due to this problem with several other customers it has put his company into finiacial ruin and has filed bankrupsy.
But, I could be part of a class action suit against GM because it was their fault. He would let me know of any further updates. Ha. I've checked, he has not filed bankrupsy, there is no class action suit, in fact there are other companys using the same Timeserts without the problems he has had. I've found out they have to be installed properly to work properly.
He also had on his web site, Northstarguru, that he is a member of the BBB and the Chamber of Commerce of Madison. I've checked with both organizations, and they have no record of him being a member. He has now removed those endorsments from his website. In fact he has changed his website several times over the past couple of weeks.
I've also found out on a Cadillac Forum, that I'm not the only one that he has done this to and one customer has tried to file suit in small claims via telephone and lost. He is presently appealing to have a Judge hear his case.
Just wanted to warn anybody else about this company, because he apparantly has been in this suituation before and knows the court system in Madison, Wisconsin.
Alex
DUNLAP, Tennessee
U.S.A.
2 Updates & Rebuttals
Darlene
DUNLAP,Tennessee,
U.S.A.
custom innovations
#3Author of original report
Wed, September 26, 2007
Update on this matter: Custom Innovations has on the way to me another motor that will carry another 3 year warrenty.
David Branchfield stated that my inquires about the problem motor were some how lost. I will give him that as after I contacted him he said yes my warrenty was good and he would have a motor ready in 2 weeks. He had another motor ready to ship in 5 days and it is on it's way now.
Custom Innovations
Madison,Wisconsin,
U.S.A.
We are in contact with this customer and attempting to resolve the matter.
#3REBUTTAL Owner of company
Tue, September 25, 2007
This man does speak the truth, and his complaint is completely valid..
As of 9/24/07, we have sent him a new motor with our sincere apologies. Our goal is for this customer and his son to experience years and years of trouble-free service from this point on.
Custom Innovations WAS actually on the verge of bankruptcy to the point that the paperwork had been initiated. It was due to this that we had communication lag with this customer. At the last minute however, we changed our minds and vowed to pull through. We refused to throw everything away because someone engineered an inadequate insert.
Since, we have pretty well, but not completely recovered. Even though we are working on rebuilding our business, we are still here to service our customers.
The 'Timesert' system has not worked for us, and countless others. To all those who have suffered any financial loss and inconvenience due to this, we extend our sincere regrets.
The good news is the problem HAS been solved, and we look forward to a more positive, less problematic future.