Complaint Review: Thunderbolt - I.C.T. Engines

Three weeks ago, after listening to the Michael Berry show's recommendation, my wife and I decided to take in our 2005 Suburban. We were experiencing some noise from the 190K mile 5.3L engine. When we arrived to Thunderbolt, we spoke with a Daryl. I informed Daryl that the suburban drove well, that we just heard this noise coming from the engine. Without doing any tests at the time, he mentioned that it sounded like a CAM issue. Then, he said, lets go inside and talk about some options.

So, we went inside and he showed us his price list and for our engine, we were expected to pay approximately $2,895 (please excuse being off $100 or $200); I set a $3,000 start-off point.

I then asked Daryl specifically, "What is the worst case scenario and how much could that cost me?" He replied, worst case scenario is typically a vehicle that is brought in on a flat-bed truck because the engine has been blown and nearly in-salvageable, but definitely isn't the case with yours; after all, you did drive yours here.

I also asked, "How long will the process take, IF we decide to proceed. Reason I ask is, we are driving out of town for Xmas and plan on taking this vehicle. If we cant take the vehicle, we'll have to  make other arrangements" He answered, two to three weeks. His break-down of the time was as followed:

1. Time to remove the engine and take apart

2. A parts list would need to be created and agreed to

3. 7-10 days after step 2 is agreed to, the job would be complete and ready for pickup

I agreed to proceed.

- A week later - no calls from Thunderbolt.

- Beginning of 2nd week, we called and the engine had not been taken out yet - "Please call back     tomorrow..."

- Called back - "call back tomorrow"

- Day after, Robert called and left me a voicemail.

- I called Robert back

 Robert said that after taking everything apart, it turns out the bill would be nearly $5,700 and the shop would need another week to week and a half to have the suburban ready.

Not $2800, but $5,700!! Not $500 over, Not $1000 over, but nearly $2,700 over the initial quote that I signed for.

When I expressed my disbelief, he told me "We never really now how much this is going to cost, until we get into the engine and find things out".

The why quote nearly $3,000, and then tack on another $2,700?? Sounds like a "bait and switch"!!

So, I asked Robert why Daryl would not mention these additional items? This feels like a "Bait and Switch" Robert says, "Well, Daryl wouldn't really know what all would be needed.." So, this is the "excuse" he gave me and said, "Trust me, this isn't a "bait and switch". "I know how you feel, with this "sticker shock". I mentioned, if I had known how much MORE this was going to cost me, I would have thought more about it and maybe gotten rid of the suburban and bought another used car. His response, "Even if you paid $6,000, you wouldn't find this type of vehicle with a 3 year, 100K mile warranty for $6,000.." THAT'S NOT THE POINT!! You, (Thunderbolt), took away any choices I could have.

I told Robert that I needed some time to think and would call him back soon with an answer. I told him I need to find out where I would get the additional $2700 from. After all, I had to sign a form, that I couldn't take the vehicle until it was fully paid for. Robert suggested two options; layaway plan with them (they would keep vehicle until paid off) or have it financed.

I called him back 30 minutes later and told him to proceed and that I couldn't wait an additional week and a half - it had to be done at the deadline THEY provided me. *** At this time, we are at the beginning of week 3. Later this day, I had to call back and talk to Daryl about this experience; I was really upset and felt "duped".

I called and talked to Daryl and was told that he was sorry that I felt like I was having a bad experience. I told him that Robert said he (Daryl) didn't know much about how much it would take to get the suburban going. Daryl told me, "Those guys upfront are just desk jockeys and the closest they get to the shop is driving by it on the way home."

So, now, it appears that one hand doesnt know what the other is doing and as a result, me - the consumer, has to be caught in the middle.

 So, fast forward to today, my wife calls this morning, to inquire about the suburban. She was told that it's been completed, test driven, but there is a check engine light on and time would be needed to figure it out. She was told, "Someone will call you before 3 today and let you know if it can be picked up". I called at 3:30 and talked to John. John told me told to come pick it up. At this time, I ask AGAIN, "I understand there are two options for paying for the vehicle - which option would allow me to take the suburban home?" John says, "You can do layaway, but it must stay here or have it financed, or paid in full". I asked John, "When do you all close". John replies, "We close at 5:30". I say, "I'm on my way".

We get to Thunderbolt at 5:00.

Me - "John, I would like to finance the bill"

John - "You havent applied for finance yet?"

Me - "Uhm, what are you talking about?"

John - "We dont finance here. You have to go through a 3rd party for financing. Here is the web address you must go to. But it's too late and wont get done today."

Just then, my wife blew up and expressed our disspleasure with Thunderbolt and expressed how we felt we were misled. John replies with, "you have 3 options for pay

1. Apply for this finance

2. Go to this Title loan place and get a loan

3. Or do layaway

No apologies of any kind - I guess that would admit that this experience wasnt ok, but in their view, it was ok; maybe even the norm.

So, I transfer some funds and pay for the bill. Then I go across the street to pick up the suburban and crank it on. To my surprise, a "Check Engine" light came on. I got out the suburban and had them look into it. I was told that an O2 sensor on the exhaust was throwing the code and I should by one have one replaced at a muffler shop. "There's no sense in me having them do it, where they would have to mark up the parts and repair.."

So, here I am, an additional $2,800 later and have the perform the following steps for this engine:

1. Drive 55-60 MPH for the first 500 miles

2. At the 500 mile mark, I have to change the oil and filter - to catch any shavings there could be

3. Change the oil again at 1500 miles

4. Change oil every 3000 miles

Keep track of all data and must be able to provide it to Thunderbolt if ever needed

Also, which I DID NOT know - not sure if I was told or not, BUT the warranty only covers Parts and LABOR the first year. If anything happens AFTER that year, ONLY PARTS are covered. How much do shops charge an hour these days?

GOOGLE the reviews of this place and go from there. My wife and I should have done more "shopping". A really expensive lesson learned.