Red Hill Garage

Dealer Position:Customer was in for diagnoses and then repair for a leak concern after warranty expired. All work was authorized and performed according to guidelines. A Regular maintenance transmission fluid flush was also performed. A Goodwill refund was offered to the customer and...

declined by the customer. We can extend the offer for the Goodwill refund if the customer wants to accept. Enclosed is a copy of a statement sent to customers Credit Card Company when customer tried to dispute payment and a Job Aid in reference to the component leaking "PTU" (power transfer unit) also known as a transfer case.Kevin PService Manager

Review: Approximately 300 miles out of warranty my [redacted] 2009 SE began to leak. Took it to Red Hill [redacted], after speaking to headquarters, to have a diagnostic run for $100. They determined it was a seal kit leak. Talked to headquarters and they told me to fix it for approx $900 and they would work with me with a discounted price possibly. Had it fixed. Continued to leak. Took it back to RH [redacted] and they said it was just residual oil leaking because they didn't clean it properly after the repair. No charge for this but gave me copy of work order. Car continued to leak. When I take it back, they replace a $70 hose at no charge. Wouldn't give me a work order copy. Car finally stops leaking. Call and ask why after I paid to replace the seal kit, the car didn't stop leaking. But when they fix a cheap hose it stops. They maintain the seal kit was the problem. I ask for some kind of rebate due to having no car plus the seal kit was not the problem it was the hose. They offered me a rebate, which I refused because I believed it to unfair. My husband called the owner of the company and relayed our story. The owner admitted something didn't sound right and he would investigate and then call us back. That was the last we had contact with Sands Red Hill [redacted]. The owner will not answer our calls or emails.Desired Settlement: The owner promised to investigate, call back, and offer us some kind of refund. Now he won't answer phone calls or emails. My family drives [redacted]s. I have only owned [redacted]s. I [redacted] and [redacted] over this issue and it seems to be a common problem. My cousin, who has an [redacted], luckily broke down for same problem. It was handled the same other that it broke within warranty.

Business

Response:

Dealer Position:Customer was in for diagnoses and then repair for a leak concern after warranty expired. All work was authorized and performed according to guidelines. A Regular maintenance transmission fluid flush was also performed. A Goodwill refund was offered to the customer and declined by the customer. We can extend the offer for the Goodwill refund if the customer wants to accept. Enclosed is a copy of a statement sent to customers Credit Card Company when customer tried to dispute payment and a Job Aid in reference to the component leaking "PTU" (power transfer unit) also known as a transfer case.Kevin PService Manager