Gas & Diesel Doctor

October 12,
Revdex.com
PO Box
1000
DuPont, WA
Reference: ***
*** ***,
On April 14, we received the vehicle in question. The customer stated “They heard air coming from the exhaust and it was losing significant power and that they could hear a rattle.” Our diagnosis found that the “up pipe” going from the exhaust manifold to the turbo was broken. We were in constant contact with the customer and spouse during the process of repairing their vehicle. The inner cooler system piping is a “generic cut to fit system”. The hose clamp bib stop is non-existent on this generic kit. Anytime load was added and boost increased above PSI the inner cooler system would blow the pipe apart. During our test drive this happened several times and customer was told about this situation. This vehicle has extensive modifications and has the admission catalyst system removed and has an aftermarket performance tuner. If we had left the clip loose and the transmission cooler lines were resting on the steering linkage, the failure would have been forthcoming long before 5,miles.
On September 27, we received an email from the customer stating that the vehicle had broken down and inquired about our warranty. This email included photos of the alleged improper repairs after driving vehicle approximately 5,miles. Our office contacted the customer and forwarded them a copy of their invoice as well as a copy of the warranty and how to go about a resolution with the NAPA Peace of Mind Warranty at 1-800-452-NAPA
On September 28, our office contacted the NAPA Peace of Mind Warranty to see what the status was and we were told that there was a claim started (#***) by the customer and that the only thing they had in their system at that time was that the customer had only made the initial claim and stated “It had broken down”. There was nothing else from the customer. Our office contacted the customer and told them that they needed to take their vehicle to a NAPA AutoCare Center which had been referred to them from the NAPA Peace Of Mind Warranty to get an authorized diagnosis from that shop to begin the process.
The customer was contacted and they replied that they took the vehicle to a friend/family and was told that the break down was due to improper installation and not a parts failure. We were also told by the customer that her husband fixed it himself and paid out of pocket for the parts. Unfortunately, under these circumstances since there was no confirmation by a NAPA AutoCare Center, and he made the repairs himself, the NAPA AutoCare Peace of Mind Warranty would pay nothing. She stated that they wanted us to pay for a transmission flush. She asked for our owners email address and it was given to her, she was also given the owners personal cell phone number
Again, our office called the NAPA AutoCare Warranty. We were told by the Warranty Company that if the customer could still submit a completed invoice from the 2nd shop that they took it to and if those repairs were covered they would reimburse them. However, the transmission flush that the customer was asking for, would not be. The customer was told this.
If you have any further questions, please feel free to contact us at the number or address listed below
Thank you,
*** ***
Administrative Assistant
The Gas & Diesel Doctor
Davis Road Bldg#
Fairbanks, AK
(907) 456-(phone)
(907) 456-(fax)

October 27,
Revdex.com PO Box
DuPont, WA
Reference: ***
Let me try to explain this a little better
As we stated in our letter of April 14, 2016, our diagnosis found that the “up pipe” going from the exhaust manifold to the turbo was broken. Due to the customers removal of the EGR valve this allowed the exhaust port to be unsupported and it then broke do to the exhaust (PSI) pressure. Which is why it was brought to us?
The customer requested that we install PPE high flow exhaust manifolds and up pipes which would eliminate the port for the EGR. To do this job the transmission MUST BE removed but the transmission cooler lines DO NOT need to be removed and can remain in the vehicle while removing the transmissionWhile the transmission was out of the vehicle, the customer elected to put an upgraded torque converter in the transmission which would “up” the towing power of the vehicle
Upon completion of the repairs the customer requested the ability to pick up the vehicle on a Saturday when we are closed, but I agreed to meet them there to accommodate their request. I explained to the customer the problems we had with their inner cooler pipe system and I also pointed out on the vehicle where the inner cooler system was breaking apart. I pointed this out because a vehicle with this kind of aftermarket system would blow the inner cooler pipes off if the boost went above PSIThis is aftermarket performance equipment which stretches all operational limits of the truck
The customer stated they were towing a 5th wheel camper when the break down occurred, so most likely they had the PSI above 18, which very likely could have caused this pipe to blow apart again
The inner cooler pipes are in the same vicinity as the transmission cooler lines and clamp, if the inner cooler pipes blew apart the transmission cooler line clamp could have been compromised while being repaired
These lines were secured when the vehicle left our lot. From the pictures that were sent to us, the line appears to be pinched and not rubbed. This confirms that the failure would have been imminent long before miles and may have happened while another repair was being performed
*** ***
Administrative Assistant
The Gas & Diesel Doctor
Davis Road Bldg#
Fairbanks, AK
(907) 456-(phone)
(907) 456-(fax)

Complaint: ***I am rejecting this response because:
I spoke with the Napa care shop ( superior automotive) that looked at the pictures of our truckWhile They did confirm that the parts were not installed back correctly, they cannot create an invoice without actually having done the repairs.
We had no choice, given our circumstances, but to repair the vehicle ourselves or remain stranded
It would be beneficial to make sure that customers fully understand the importance of taking any vehicles in questions to a Napa care center vs repairing on their own.
This occurred on a weekend and I could not reach the diesel doctor to ask what we should do.
We would have had no way to get food or supplies to make it until Monday.
I told the business this when I finally was able to reach them .
To make a couple of things clear:
I did speak with one owner but asked for another ones information ( as I know there are several owners) and wasn't provided that.
All of the second opinions we got ( besides his dad) were not from "family friends " they were from other shops from mechanics we don't know and I told the business this.
The only "family and/or friend " that was even involved was my husband and his father in law
My husband is highly qualified to do the repairs as he has been a certified mechanic for over years and my father in law has been a certified diesel mechanic for over
My husband and father in law have degrees and several certificates in mechanical engineeringMy father in law has been one of the top mechanics at RWC machinery in anchorage for several years now
However we cannot have an invoice for work that was done on the side and I understand that
Every one of the other mechanics we spoke to about this we're ones we didn't know and they had the same conclusion.
If the clips would have been put back on fully the leak wouldn't have occurred at all.
While it's a simple mistake, it's still not our fault.
We did what we had to do to survive and keep our family safe
We are thankful that no one was injured during this whole process, but it doesn't remove the traumatizing experience that both my year old daughter and I faced
Being stranded in the cold and rain for over hoursStanding on the side of the road holding a squirming toddler and a flashlight watching my husband struggle to find the problem.
Talk about a nightmare.
We are very lucky we weren't hit by cars passingLuckily, our family came looking for us after several hours and we could call for a $towNot to mention struggling to stay awake to drive back home in the dark after being up for over hours.
While all of this makes for a wonderful sob story , I am not looking for sympathy or some kind of revengeI simply want to be sure that we are being treated fairly, if indeed, the repairs weren't done as they should have been.
Regardless of if they would have taken fault or not, even an apology for us having to endure this would have been nice.
We did ask if they would be willing to at least flush our tranny or give us a small discount on future work.
That was out of the question.
I feel like we are being blamed for the situation which makes no sense to us.
It is unfortunate that they won't stand behind their workmanship
In my experiences conducting business I have always provided a way to make up for things that could have possibly been my fault.
Even if that just means sounding concerned.
Especially when a family's safety was jeopardized.
We need to know if the Napa parts warranty is carried over to the next owner if we sell our truck, which we plan to do this weekend.
Otherwise we don't wish for anything else from them besides to bring attention to this and ensure that others don't deal with similar situations in the future.
I have attached a letter from my father in law as well as my husbands and my father in laws certificates and degrees ( even my husbands transcript showing his GPA ) To provide proof that they are highly qualified and experienced in this field.
Thanks ,
*** ***
----------------
Please allow me to introduce myself as *** ***'s dad, *** ***.
It was brought to my attention the scenario my son and daughter in law went through when attempting to return home on Sept 2016.
As a father and grandfather I will do anything for the sake of my kidsI was just a bystander while my son was dealing with youI supervised and helped my son to install a busted transmission oil cooler line in which your shop did not secure back properly.
For your information, I hold an associates degree in automotive, a tradesman license working for private sectors and for our local governmentFrom private vehicles, commercial, fleets all the way up to heavy equipment since 1983, back in Samoa.
Currently I am working for RWC group international a dealership in anchorage for Internationals and isuzus semi trucks as a technician since November 2013.
Having my children, especially my only granddaughter stranded in the middle of the night in the middle of no where as my brother and family drove to find them and make sure they are safe to wait for a very expensive tow truck.
You have requested a certified shop to go through what we were forced to correct, due to your shops performance is revealing your no sense of remorse for my kids and who knows how many other people have dealt with this happening to them before us.
If you still wish to have a certified shop verify our replacement of the cooler line I would be happy to bring it to my shop at RWC and have another technician do that.
Bottom line is we would never be in this situation if your technicians secured the transmission oil cooler linesThey were rubbing onto the steering idler arm when turning, causing damage and eventually a complete breakdown.
Your unprofessional response is unexpected , bare in mind the saying" the customer is always right.
I hope this will enlighten you and your technicians moving forwards
With all due respect ,
*** ***
907-744-
Sincerely,*** ***