ABR Houston ABR Houston, your BMW specialists ABR Houston is overpriced, unprofessional and far from punctual and if that’s not enough they will openly bad mouth you for their mistakes on social media. Spring Texas

Dear RipOff Report,

I would like to take this opportunity to respond to the many false statements described by Mr. Noll. I am quite shocked and literally speechless to Mr. Noll’s direct fictitious description of the events that transpired over a course of 5 months. I will respond honestly, concisely, and factually in an effort to present Mr. Noll’s inability to diagnose a straightforward repair job.

The following is a manuscript that I recently submitted to the Better Business Bureau in response to Mr. Noll’s attempt to falsify information to conceal his fraudulent business practices. Mr. Noll was negligent in his automotive repairs and his incompetency to provide such services will be evident.

MESSAGE FROM BUSINESS:

Alex Noll’s response: Phuong Khac Vu shipped his vehicle, a 2009 BMW 335Xi to us under the assumption his recently built performance engine installed in the vehicle had failed. This engine was not built nor had ABR been involved in this engine or vehicle before this transaction. The vehicle as presented was not readily drivable, it ran albeit very poorly, and it was fitted with race-slicks, (non-road legal tires) among many other aftermarket modifications already installed on the vehicle at its time of arrival. The vehicle was shipped prematurely, as we had told Mr. Vu that we would not be able to touch the vehicle for 1-2 months at best. This was further compounded with the natural disaster that happened in Houston while his vehicle was in our possession. Thankfully no damage or loss happened to the property during this natural disaster.

Dr. Vu’s response: I have proof in a messenger communication where I specifically asked Mr. Noll for an estimated time frame to repair my vehicle once it was in his possession. The time frame he provided was 1 to 2 months. I am quite astonished that Mr. Noll would create a fictitious statement which I can disprove with a screen shot from my Facebook messenger. I described to Mr. Noll that my car was displaying a vanos fault code 2A98 camshaft crankshaft correlation fault. My engine was built and assembled locally and I had been driving the vehicle for several months without incident. When I developed the vanos fault code, I had taken my vehicle to a local repair shop where they attempted to repair the fault code by retiming the engine. Shortly thereafter the motor slipped time and the same vanos fault code returned. The local shop communicated that they were not able to diagnose the reason for the return of the vanos fault code. They also communicated that it would be in my best interest to seek assistance by a BMW specialist shop. It was at this point where I made the decision to contact Mr. Noll. I described in detail the history of a recent timing repair that immediately failed.

Mr. Noll’s response:Upon bringing the vehicle in for initial diagnostics we found the oil filter full of metallic particulate, as Phuong stated it would be, and what had led him to the assumption his engine was bad and/or damaged and needed to be rebuilt. We concluded otherwise after a thorough examination of the engine and determined from the stored fault codes and through physical means the engine was out of timing. We provided Phuong an estimate to remove the valve cover and check the camshaft timing with BMW special tools of $3000, which was approved by him. This approval was given in writing via Facebook Messenger, Phuong’s chosen communication preference. Once the valve cover and aftermarket turbocharger were removed, it was possible to install the BMW special timing tool set and verify physically the timing between the camshafts and crankshaft was not in correct correlation. Our technician proceeded to reset engine timing to factory specifications per our written estimate and carried out all work as discussed with the client. We also checked the camshaft trays, and found that the incorrect steel rings were installed on the new components. We replaced them with the correct updated "blocking rings" to properly repair this issue, since it directly relates to the correlation and performance of the timing system (but not the mechanical aspect of being out of time).The engine was reassembled and started. Idle was smooth and the engine was now running well in the service bay with no fault codes returning for camshaft timing, like the vehicle originally was presented with. The initial test drive yielded satisfactory results with the engine running as intended under light driving conditions on surface streets (+/- 40mph). Test drives were very limited for safety reasons as the weather was cold, damp and the tires fitted to the vehicle were non DOT approved race slicks with no tread at all. When weather allowed, a test drive was made with data logging software to capture all aspects of engine running variables. We sent the information to a very well respected and known engine tuner for evaluation. The engine tune installed in the vehicle was dangerously lean and all further driving aside from moving at parking lot speeds was out of the question until this was rectified.

Dr. Vu’s response: Mr. Noll’s statement that he was test driving the car to 40 mph is completely false. I have in my possession 6 datalogs which recorded several parameters which include but not limited to the following: RPM, gear, fuel trims, air/fuel ratio, map designation, ignition timing, lpf, hpf, amongst many others. It is within these 6 datalogs where I can prove Mr. Noll has again provided untruthful statements. I have evidence that Mr. Noll in fact accelerated my car well past 80 mph under 100% throttle on several occasions. In addition it was within these datalogs where I noticed Mr. Noll lacked a basic understanding of fuel trims and potentially caused internal motor damage. Due to Mr. Noll’s lack of understanding to basic tuning parameters, he drove my car under heavy load with fuel trims completely maxed out. It is during these instances where detonation occurs which can lead to catastrophic engine failure. Furthermore, Mr. Noll did not activate my port fuel injection system and this is the reason why the fuel trims were maxed out. Mr. Noll was completely unaware of the reason despite him datalogging with a simple to use JB4 engine management controller. It is within these datalogs where fuel trims are readily displayed so that the end user can record and review them instantly. It literally takes 10 seconds to toggle through the user adjustment setting and enter a few values to activate the port injection system. Burger Motorsports has a step by step manual readily available on the online forums for customer and shop use. I was in disbelief when I reviewed the datalogs and realized that Mr. Noll was completely oblivious to driving my car with insufficient fueling to the motor. The only reason why my engine did not seize or throw a connecting rod through the block is because I had a high concentration of ethanol in the tank that aided in preventing cylinder detonation. Without that high concentration of ethanol, Mr. Noll would have been replacing my motor. The experienced tuner to whom Mr. Noll is referencing is unbeknownst to him my tuner as well. The tuner has communicated to me that Mr. Noll is clueless in the area of tuning and has to forward all datalogs for him to review.

Alex Noll’s response: We expressed our concerns to Phuong over the state of the engine tuning he had done elsewhere predating coming to us, the state and extent of the aftermarket performance components installed on the vehicle, and what we needed to do to move forward. Phuong declined having the engine tuning corrected while in ABR’s care, and declined all other recommended services including a faulty low pressure fuel sensor which the engine computer relies on as part of its fuel trim management system.

Dr. Vu’s response: I again have proof in Facebook messenger screenshots that will demonstrate clearly Mr. Noll’s attempt to falsify statements. I have a screenshot where Mr. Noll communicated that he did not want to step on the toes of my tuner and therefore he would take care of the mechanical issue and I had the option of utilizing his tuner if I chose to do so. Unknown to Mr. Noll, my vehicle is equipped with an external fuel pressure regulator and return line. It is common sense that everyone running a fuel pressure regulator and return line must adjust the low pressure fuel between 60 and 65 psi. With a stock low pressure fuel pump and in tank fuel pressure regulator, the low pressure fuel is maintained at 72 psi by the DME. My car however is equipped with a Stage 3 Fuel IT fueling kit which utilizes two Walbro 450 low pressure fuel pumps. The DME is not capable to read above 65 psi because it is limited by its duty cycle. My statement can be corroborated by Steve at Fuel IT whom is a fueling specialist supplier for the N54 platform. To further prove that Mr. Noll is making false and inaccurate statements, I again can provide datalogs demonstrating that my low pressure fuel is providing more than adequate fuel pressure which again can be confirmed by Steve at Fuel IT. Mr. Noll not only has a below average understanding of basic tuning parameters, he also clearly lacks a basic understanding of how Stage 3 pumps operate. At low load and idle, the primary pump is the only supplier of fuel to the motor. Once the motor is under load, the secondary fuel pump is activated by a Hobb’s pressure switch located on the charge pipe. Again all 6 datalogs will nullify Mr. Noll’s statements and corroborate mine.

Mr. Noll’s response: At this time ABR had resolved the immediate problem with the engine, but we stressed to Phuong it needed more extensive test driving before we were confident this was the only issue with the vehicle. Phuong asked after all approved work was completed to check the crank hub, carry out a compression test, and conduct a leak down check, but decided against requested services after noting it would be considerable rework and additional billed time.

Dr. Vu’s response: I have proof in several Facebook screenshots where Mr. Noll stated that the car was idling and running perfect. He did provide the option that I could utilize his tuner but that I could finish up the custom software tuning once I received my car back. As stated above, Mr. Noll’s lack of basic tuning knowledge was the reason why he ran my motor with insufficient fueling. It is in my opinion as well as others that Mr. Noll enrolls in some continuing education courses in basic tuning parameters. In comparison, a person with general software tuning knowledge would have taken one datalog and reviewed the parameters for values out of what would be considered normal. Mr. Noll however not only continued to push the car under load but was also completely unaware of these basic tuning principles.

Mr. Noll’s response: ABR again communicated to Phuong no further driving was possible, nor did it make any sense to further modify an already highly modified vehicle until the engine tuning was safely established.

Dr. Vu’s response: I have a screenshot on Facebook messenger where I had to describe in detail as to the reason why the fuel trims were maxed out. Mr. Noll’s lack of knowledge in how to activate the port fuel injection system is the reason why there was insufficient fueling to the engine. As described above, Mr. Noll despite datalogging with a JB4 app, was lacking the basic procedural aptitude to toggle through the user adjustment menu to simply change values to activate the port fuel injectors.

Mr. Noll’s response: ABR awaited further instruction after Phuong inquired about installing numerous additional aftermarket modifications on the vehicle, including a ported/polished stage 3 cylinder head, camshafts, an engine oil cooler, aftermarket fuel pumps, and aluminum radiator.

Dr. Vu’s response: I had inquired about an estimate on some other aftermarket parts out of curiosity. I don’t see how this has any relevance to Mr. Noll’s improper diagnosis and failed repair job on my vehicle. It clearly has no merit or significance to Mr. Noll’s inability to repair a vehicle.

Mr. Noll’s response: We offered a solution to the issue he was concerned about, and that was in development and could be installed on his vehicle to fix the hub concern of his. We explained we simply could not just “check” the hub, as it is one time use items, and would require us to retime the engine, yet once again. The corrective hub would’ve been released shortly for sale, and since the vehicle was here we could install it- ending the concern of his. Phuong initially said we were to keep the vehicle until the developed fix was released (within Q1 of 2018), but hours later we learned the vehicle was being picked up from a transport driver calling to check availability to load it up. We then called Mr. Vu to confirm this was not a mix up, to which he replied that it was correct, the vehicle was being picked up within 24 hours.

Dr. Vu’s response: I have Facebook messenger screenshots where I repeatedly requested Mr. Noll to inspect my crank hub. It is well known in the BMW N54 335i community that the crank hub is known to fail and cause crankshaft to camshaft correlation faults identical to those experienced by my motor. After describing my history with other knowledgeable BMW technicians including the technician that repaired my issue, they have communicated to me that Mr. Noll neglected to inspect vital components that have a direct relationship to crankshaft to camshaft correlation faults. It is in their professional opinion that it is standard practice to inspect the vanos cam gears, camshafts, crank hub assembly along with the corresponding timing sprocket, oil pump sprocket and grip disks. Mr. Noll completely ignored mechanical components that directly influence cam shaft timing. Despite multiple requests to have the crank hub inspected albeit under my cost, Mr. Noll continued to ensure me that the crank hub was fine. Consequently, due to Mr. Noll’s inability and or complete indifference to follow proper diagnostic protocol, my vehicle experienced a third timing failure immediately following conservative software tuning by none other than the exact same tuner that Mr. Noll utilizes. I have multiple screenshots where Mr. Noll described that it would be perfectly fine to arrange my vehicle for shipment with a recommendation that I finish the custom software tuning procedures at my discretion. Again Mr. Noll’s attempt to falsify statements will be proven to be completely fictitious. Furthermore, the BMW technician that successfully and properly diagnosed the crankshaft and camshaft correlation faults had done so by simply removing the crank hub and confirmed that the crank hub was the source of vanos fault codes. I have several pictures along with a lengthy description of the BMW technician’s findings. All of which will demonstrate Mr. Noll’s lack of basic diagnostic protocol to repair a known issue that many BMW 335i cars experience. In fact, BMW made a critical update in designing a new crank hub style which utilizes integrated grip disks to the timing and oil pump sprockets. The BMW technician confirmed using my VIN # that my engine had an old style crank hub which is known to fail. It is without question that Mr. Noll lacked basic knowledge and neglected to inspect vital components that directly affect camshaft timing. After presenting the issue and an explanation of my transaction with Mr. Noll to a few BMW technicians, it was communicated to me that it would be necessary for Mr. Noll to participate in continuing education courses in basic diagnosis so that he is able to make proper diagnoses in the future.

Mr. Noll’s response: Not soon thereafter Phuong asked for copies of all data logs and a final invoice. It was communicated to Phuong numerous times through Facebook Messenger, Email, on the phone, and printed on his final invoice the tuning on the engine was dangerously lean and we recommended not driving it.

Dr. Vu’s response: I have 6 datalogs which will demonstrate that Mr. Noll continued to push the limits of car despite fuel trims being maxed out. I can provide all 6 datalogs that confirm Mr. Noll’s lack of basic tuning parameters which has potentially caused internal motor damage. In addition, I can provide email correspondence between the custom sofware tuner he utilizes and myself where he describes Mr. Noll’s inability to read basic tuning parameters. Again Mr. Noll under wide open throttle continued to accelerate my car well past 80 mph while being completely oblivious to the fueling being insufficient. This inattention was due to his inability to recognize that the port fuel injectors were inactive. I have direct contact with several knowledgeable custom software tuners in the community that will attest that Mr. Noll neglected to follow standard practice and to record one datalog at a time and to make adjustments as needed. Mr. Noll instead continued to take several datalogs of which 6 were emailed to me. That does not include the other instances where the JB4 wasn’t activated to record the parameters. In consequence I am left with a potentially damaged motor due to Mr. Noll deviating from standard datalogging protocol. It is in the opinion of several tuners that I am in direct with that Mr. Noll’s datalogging sessions were done blindly and unnecessary engine damage may have occurred. More specifically there may have been unavoidable damage to the pistons, ringlands, and cylinder walls if Mr. Noll had followed proper datalogging protocol.

Mr. Noll’s response: ABR did not build the engine in this vehicle. ABR did not install any of the aftermarket accessories that were requested to be estimated. ABR did not produce the tuning loaded into the engines management computer. ABR requested authorization to correct the tuning so the vehicle could be extensively test driven but the client declined repeatedly.

Dr. Vu’s response: I have screenshots that will demonstrate Mr. Noll’s futile attempt to make false statements. I have several Facebook messenger screenshots where Mr. Noll stated that the car was idling and running perfect and that custom software tuning can be done at my discretion. It is common knowledge that if the car has a mechanical issue consistent with a failed crank hub assembly that it needs to be repaired first and foremost. After describing the recent history of camshaft timing failure with several knowledgeable BMW technicians, it is standard protocol that all mechanical issues are addressed and or repaired. Mr. Noll completely disregarded basic and standard diagnosis protocol which has been frown down upon by the professionals I have been in direct and indirect communication. Mr. Noll was requested to inspect and correct vanos fault codes. He was not asked whether he built my engine. The BMW technician that properly diagnosed my crank hub issue has stated that Mr. Noll was negligent in following basic camshaft and crankshaft related fault code diagnosis.

Mr. Noll’s response: Approximately a month later we were contacted that the engine had started having VANOS faults (variable valve timing) and accusations of improper work began to be cast in our direction; followed by this BBB report, citing we did not “fix crank hub assembly”. The crank hub assembly Phuong is referring to was never a service that was approved. We could never test the engine at its full capacity because of the tuning service Phuong declined as well. We would not intentionally cause harm to a system we know is not correct.

Dr. Vu’s response: I have several Facebook messenger screenshots where I requested multiple times for Mr. Noll to inspect a common failure point related to vanos fault codes. Mr. Noll repeatedly stated that the car was idling and running perfectly. I communicated to Mr. Noll that I was uncomfortable with him not inspecting a known failure point within the crank hub assembly that has been linked to camshaft and crankshaft correlation fault codes. Mr. Noll refused to inspect the crank hub stating that he had already timed the motor. This is where Mr. Noll made a critical error as the crank hub was precisely the root cause of camshaft timing failure. All of which can be confirmed by the BMW technician that properly diagnosed and repaired my vehicle. I find it quite disturbing that Mr. Noll would purposely ignore proper procedural inspection protocol when it is standard practice amongst BMW technicians. It is without question, Mr. Noll avoided extra work despite what the majority of BMW technicians regard as standard diagnostic protocol for camshaft and crank shaft correlation faults given the recent history of a failed timing job.

Mr. Noll’s response: Phuong believes the issue with his engine is a faulty factory crank hub, which may have spun due to the considerably higher than factory power his engine generates, or faulty initial installation, which we believe is the latter. Whoever built the engine improperly installed it. Not ABR. If that is the case it has no bearing on the work requested of, suggested, or carried out by ABR. That is a matter to be taken up with the individual that built the engine. Furthermore, we had discussed with him on potentially going into the engine to install an aftermarket keyed crank hub assembly to resolve his concern. However the part needed was not and is to this day still not available for purchase from the aftermarket. Phuong chose to pull his vehicle out of our shop before the product was available to purchase.

Dr. Vu’s response: I thoroughly described to Mr. Noll that I had a recent camshaft timing job that failed. I also requested Mr. Noll to inspect my crank hub assembly in order to rule out the possibility of a failed crank hub assembly producing the crank shaft to camshaft correlation faults. In addition, I have a screen shot on Facebook messenger where I asked Mr. Noll the timeframe from which it would be completed. He replied stating that it would be 1 to 2 months upon receiving my vehicle. I waited in excess of 4 months with no mention of my car potentially incurring a failed crank hub assembly. In fact, Mr. Noll stated that it is very unlikely that your motor would have a failed crank hub. This is precisely the main reason why I had shipped my car from Kentucky to Texas to have it inspected. If I had known that Mr. Noll was planning to do the exact same timing job that a recent shop had performed, I would have never transported my vehicle there for servicing. Furthermore, Mr. Noll is blatantly falsifying statements regarding an aftermarket crank hub for my car. During our conversation, Mr. Noll described a company was in the midst of possibly providing a keyed crank hub solution for an entirely different motor, more specifically the S55 BMW motor. I find it quite disconcerting that Mr. Noll would continually falsify statements considering that I have well documented screen shots to dispute them otherwise.

Mr. Noll’s response:

Mr. Vu also still owes us 500 dollars for the transport fee that was COD, which we did not collect on.

Mr. Vu performed a credit card charge back dispute. His credit card company found it to be in our favor and awarded us the money back.

Mr. Vu has had poor business transactions in the industry we have learned as well, and have communicated with those businesses.

Mr. Vu has posted this complaint and review in multiple social media platforms which is not warranted. We simply did exactly what we were told, and never anything that was not authorized.

Dr. Vu’s response: Mr. Noll believes that he has somehow provided me with a $500 discount regarding the shipping from Kentucky to Texas. I was forwarded an invoice via email in which I paid in full. If Mr. Noll had included an additional $500 to the final invoice, I assure you I would have paid that as well. This statement has no relevance to Mr. Noll’s blatant omission to follow proper diagnostic protocol when a crankshaft and camshaft fault is under inspection. In addition, Mr. Noll is stating I have had bad transactions with other companies in this industry. I encourage Mr. Noll to find and present evidence of this false claim. He will be in a futile search as he will find that I have paid in full each and every product I purchased in the BMW community. Meaning, I have no current or previous outstanding invoices, claims or transactions.

It has recently come to my attention that Mr. Noll has provided inferior built motors on more than one occasion to reputable companies in the BMW N54 community. More specifically there is a 9 page discussion on the BimmerBoost forum where Mr. Noll provided a substandard motor to Vargas Turbo Technologies. It has been documented that Mr. Noll sold an engine with poorly fitting exhaust valves that caused severe damage to the cylinder head. The company openly and publicly described Mr. Noll’s shoddy practices and is out over $10,000. As a consequence, Vargas Turbo Technologies has had to reach out to another BMW engine builder, more specifically Rebello Racing based out of California. Furthermore, a reputable BMW engine building company in Houston Texas communicated to me that they are currently repairing a similar failed engine issue that was recently built by ABR Houston. If I had known that Mr. Noll would take short cuts and deliberately ignore standard diagnostic protocol, I would have never shipped my car for repairs.

Consequently, I paid for a service that was well below the standard of care in the industry due to an improper diagnosis of a commonly known failure point related to camshaft and crankshaft correlation faults. Mr. Noll’s blatant negligence has resulted in me shipping my car to another BMW technician to properly diagnose, repair, and deliver an exceptional service that should be mimicked by Mr. Noll. In comparison, Mr. Noll readily creates false statements in which all can be disproved and publicly mocks current and former customers on social media. It is in the strong opinion of the BMW technician that properly repaired my camshaft and crankshaft correlation faults that Mr. Noll should participate in continuing education courses so that he will have the necessary skill sets and knowledge to diagnose a straightforward vanos fault code issue.

Mr. Noll’s response: For the reasons listed above ABR finds this BBB complaint to be fraudulent. All work estimated and authorized was performed according to the accompanying final invoice. Transcripts of all written communications with the client are in our possession, along with recorded phone conversations as well to further complement our side of the situation.

Dr. Vu’s response: I encourage Mr. Noll to provide the recorded communications so that it would corroborate each and every response I have provided within this transcript. I find it exceedingly repugnant that Mr. Noll would voluntarily falsify statements in order to protect his many lies. I am prepared to present Facebook screenshots as well as a detailed description from the BMW technician that properly diagnosed my car issues and successful repair of my vehicle.

Thank you RipOff Report for providing an outlet for customers that have been defrauded by companies such as ABR Houston. If you have any further questions or require additional clarification, please do not hesitate to contact me for further details.

Sincerely,

Dr. Khac Phuong Vu.

The long story short, as we've been having to chase bad reviews from this individual all across the 'net- 

So, here's the condensed version: 

You did a credit card dispute, and lost.

Your own credit card company decided we were correct on the situation. I think that speaks volumes.

Normally when I get someone in to see me who has been to other shops and not satisfied with their repairs that sends off “red flags”. Often time these persons do not disclose all the prior issues they have had with the prior repairs; sometimes they do and I foolishly still try to help them. From a business perspective, it's tough to figure out which persons you should take chance with and who you should not. These decisions are not easy to make, and often we find ourselves getting thorns in the backside. There’s an old “Murphy’s law”- “No good deed goes unpunished.” I say this just to let you know that often we take chances with persons who turn out to be bad customers/clients. I have no solution for that.
I digress, lets get down to the facts:

The vehicle was sent nearly 3 months prematurely before we told you we could look at it. We told you it would be 1-2 months at best before we had availability with an engine repair due to our schedule. 
Our entire conversations (written and recorded on the phone) compliment our stance on what really happened.
Our hands are tied when the following happens:
Taking the car/declining the repairs suggested 1/2 way through the process 
That hub issue you had? We didn't build that engine. We were trying to fix the deficiencies that someone else created, and only will do what is authorized.
You wanted a solution for the crank hub? We gave you one.
You declined it. 
The diagnosis of your lean condition?
You declined it.
Finishing the repair?
You declined it.
Tuning it?
You declined it.
Why would you ship a car half way across the United States to only fix it half way? We'll never know.
You then send a message to us-
"I'll let the good Lord deal with you man. Keep that money. I hope that you enjoy it ."
We thought that was a nice touch before you gave us those great reviews online (We're #1, we know!)

We know you think we wronged you. We know we did exactly what we were allowed to by your authorization, and that we never exceeded that amount.

We gave you the options to fix the vehicle completely, and were not authorized to perform those tasks.