Hey guys. Sorry I am late. For those who don't know me, my name is Matt and I am one of the owners of BimmerHeads. I have been an active member of R3V and the E30 community since 2003. We have been working and building the BimmerHeads brand since 2011 and it's something we take very seriously. Much of our initial start was thanks to many of the members here on R3V.
I will go ahead and copy/paste my reply to the original poster I provided on Yelp below:
"Matheus,
I understand you're unhappy with the service provided and I sincerely apologize for that. Our goal is never to make any customer dissatisfied and we constantly strive to go above and beyond with all of the work we do.
At the time you dropped off your head you were told that we are very backed up on work and there would be no definite ETA of completion. Shant provided you with a rough verbal estimate of best case scenario rebuild pricing. You offered to pay an additional fee to expedite the service to which we declined. You still chose to leave your cylinder head with us. We have pending cylinder head and engine orders from customers all over the world and it would not be fair to put you ahead of them in line.
We did disassemble your cylinder head in order to evaluate the condition of the head and provide you information on which parts should be replaced. We recommended replacing one of the rocker shafts (that was damaged by a previous rebuilder) with a new OEM part. You were never told "we needed the rocker shaft 3 weeks ago". That wouldn't make much sense. We provided you with an updated price for the rebuild, including the rocker shaft, when you were visiting our shop in person.
Please understand that we're only a 4 man team here. We are a specialty shop offering a specialized service. We are not a production machine shop. We do not turn out multiple cylinder heads per day and sometimes not even multiples per week. Our industry is plagued with supply chain issues and this has caused a chain reaction in our cylinder head and engine build times which is beyond our control.
We do not have a secretary. Typically one of the owners of the business is the person you'll speak with on the phone. Yes, it certainly does take time from our day. Our volume of phone calls is quite heavy. But personally answering calls and questions (such as your question about your cracked engine block and how to repair it) is how we feel we best serve our customers. A secretary would not be able to provide a customer with an engine build update or an update on their suspension overhaul, etc.
Again, I am truly sorry you're unhappy with our service and our business. We never want this to be the outcome and this isn't why we've worked so hard to build our reputation over the last 10+ years. We hope that releasing your cylinder head back to you at no cost for disassembly and inspection will allow you to put those funds towards a rebuilder who will get things done quickly for you. Good luck to you and your build.
Thank you, Matt."
I will go ahead and copy/paste my reply to the original poster I provided on Yelp below:
"Matheus,
I understand you're unhappy with the service provided and I sincerely apologize for that. Our goal is never to make any customer dissatisfied and we constantly strive to go above and beyond with all of the work we do.
At the time you dropped off your head you were told that we are very backed up on work and there would be no definite ETA of completion. Shant provided you with a rough verbal estimate of best case scenario rebuild pricing. You offered to pay an additional fee to expedite the service to which we declined. You still chose to leave your cylinder head with us. We have pending cylinder head and engine orders from customers all over the world and it would not be fair to put you ahead of them in line.
We did disassemble your cylinder head in order to evaluate the condition of the head and provide you information on which parts should be replaced. We recommended replacing one of the rocker shafts (that was damaged by a previous rebuilder) with a new OEM part. You were never told "we needed the rocker shaft 3 weeks ago". That wouldn't make much sense. We provided you with an updated price for the rebuild, including the rocker shaft, when you were visiting our shop in person.
Please understand that we're only a 4 man team here. We are a specialty shop offering a specialized service. We are not a production machine shop. We do not turn out multiple cylinder heads per day and sometimes not even multiples per week. Our industry is plagued with supply chain issues and this has caused a chain reaction in our cylinder head and engine build times which is beyond our control.
We do not have a secretary. Typically one of the owners of the business is the person you'll speak with on the phone. Yes, it certainly does take time from our day. Our volume of phone calls is quite heavy. But personally answering calls and questions (such as your question about your cracked engine block and how to repair it) is how we feel we best serve our customers. A secretary would not be able to provide a customer with an engine build update or an update on their suspension overhaul, etc.
Again, I am truly sorry you're unhappy with our service and our business. We never want this to be the outcome and this isn't why we've worked so hard to build our reputation over the last 10+ years. We hope that releasing your cylinder head back to you at no cost for disassembly and inspection will allow you to put those funds towards a rebuilder who will get things done quickly for you. Good luck to you and your build.
Thank you, Matt."
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