TO Revdex.com ATTN [redacted] ***, REF [redacted] IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/ ON OR ABOUT 07/13/2016, MR [redacted] BROUGHT IN A FORD FTO OUR GREENWOOD LOCATION COMPLAINING OF IT LEAKING AND LAGGING ON SHIFTS, RICHARD THE STORE MANAGER WAS OUT ON VACATION, SO I WAS RUNNING THE STORE IN HIS ABSENCE, I KNOW FOR A FACT I NEVER TOLD THE CUSTOMER WE WERE BACKED UP, BUT THAT THERE WERE A FEW VEHICLES IN FRONT OF HIM UPON INITIAL CHECKOUT, JAY OUR SERVICE MANAGER TEST DROVE VEHICLE AND FOUND THERE WAS A DELAY INTO REVERSE,AND THAT THE FLUID WAS LOW AND DISCOLORED AND THE ENGINE WAS RUNNING VERY ROUGHLY, I THEN PROCEDURALLY CALLED CUSTOMER TO REPORT SAID FINDINGS AND TO LET HIM KNOW THAT WE WOULD THEN BE PROCEEDING TO THE LIFT INSPECTION PORTION OF THE VEHICLE CHECKOUT PROCEDURE THEN AT THE TIME OF THE LIFT INSPECTION, JAY FOUND THE ENGINE TO BE LEAKING, AT WHAT APPEARED TO BE THE REAR MAIN SEAL,AS SO MANY OF THE FORD VEHICLES ARE KNOWN FOR, AS THIS TO BE A COMMON OCCURRENCE, ALSO THAT THE TRANSMISSION WAS LEAKING FROM THE FILL TUBEO RING AND THE FRONT SEAL AREA, UPON FURTHER INSPECTION HE ALSO FOUND SOME METAL DEBRIS IN THE SUMP PAN, AND THAT THE REAR DIFFERENTIAL PINION SEAL WAS ALSO STARTING TO LEAK BECAUSE OF THE REAR MAIN SEAL LEAK, JAY THEN PROCEEDED TO CHECK THE ENGINE OIL AND FOUND NO OIL ON THE DIPSTICK, OF WHICH THIS IS VERY DANGEROUS ON ANY VEHICLE BUT EVEN MORE SO ON THIS PARTICULAR VEHICLE BECAUSE IT HAS A VARIABLE VALVE TIMING ENGINE,OF WHICH THE OIL LEVEL, OIL TYPE AND VISCOSITY ARE ALL El XTREMELY IMPORTANT, AS IF ANY OF THESE ARE NOT STRICTLY ADHEARED TO IT WILL MAKE THE ENGINE RUN EXTREMELY ROUGH, (AS IT WAS) AND CAN DAMAGE THE CAM PHASERS AND CAN CAUSE PERMANENT DAMAGE TO THE ENGINE JAY THEN PROCEEDED TO SCAN THE VEHICLE FOR TROUBLE CODES AND CAME UP WITH ANTI LOCK BRAKING SYTEM CODE, PATS CODES, CLUSTER CODES AND TRANSFER CASE CODES RELATED TO POWER I THEN PROCEEDED TO CALL THE CUSTOMER, FOR THE 2ndUPDATE CALL AND TO APRISE HIM OF WHAT WE HAD FOUND TO THAT POINT AND FURTHERMORE, WHAT NEEDED TO BE DONE TO REPAIR SAID VEHICLE AND MOST IMPORTANTLY ABOUT THE OIL LEVEL AND ITS RELAVANCE TO THE DRIVABILITY AND RUNABILITY AND POSSIBLE DAMAGE TO HIS ENGINE THE CUSTOMER AT THAT TIME SAID HE DID NOT HAVE THE MONEY FOR ANY REPAIRS AT THAT TIME AND SAID THAT WE SHOULD JUST SET IT TO THE SIDE AND THAT HE WOULD BE IN TO PICK IT UP WHENEVER HE COULD AND THAT WAS THE LAST TIME I HEARD FROM HIM UNTILL I WAS GIVEN THIS COMPLAINT IN WHICH TO PERUSE I ASKED RICHARD ABOUT HIS PHONE CALL TO SAID CUSTOMER AND HE SAID HE WAS NOT RUDE TO THE CUSTOMER IN ANY WAY BUT THAT THE CUSTOMER WAS VERY UPSET, THAT HE CALLED AND TOLD HIM THAT HE HAD PREVIOUSLY TOLD ME HE DIDN'T HAVE THE MONEY TO FIX IT SO MY ONLY QUESTION IS IF WE NEVER CONTACTED THE CUSTOMER WHY WAS HE UPSET THAT WE CALLED HIM AGAIN AND SAYING THAT HE HAD ALREADY TOLD ME NO.????? WE AT EDWARDS TRANSMISSIONS VALUE OUR CUSTOMERS AND WILL ALWAYS TRY TO WORK WITH THEM AND I HAVE NO PROBLEM WORKING WITH HIM ON REPAIRING HIS VEHICLE AT MORE THAN A FAIR PRICE, HOWEVER WE CANNOT DO FREE WORK WHEN THESE CONDITIONS WERE PREXISTING AND WE FULLY EXPLAINED THE SITUATION TO THE CUSTOMER AND HE REFUSED ANY AND ALL REPAIRS AT THAT TIME IN ANSWER TO HIS QUERY,ALL WE DID WAS A COMPLETE FREE INSPECTION OF WHICH OTHER SHOPS WOULD HAVE CHARGED FOR BUT IN NO WAY WILL A MERE INSPECTION CHANGE THE WAY A VEHICLE PERFORMS AND IT MOST CERTAINLY WAS RUNNING ROUGH AS DOCUMENTED ON BOTH THE PAPERWORK AND COMPUTER, AND THAT IT IS AN IMPOSSIBILITY THAT A VVT ENGINE RUNNING EXTREMELY LOW ON OIL WAS RUNNING FINE THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERS Mark W [redacted] GENERAL MANAGER
In response to [redacted] Complaint, apparently the manager made a mistake, in to the Transmission bell Housing being crackedIn which this wouldn't have affected the transmission leaking anywayAs I explained to the customer on the phone, we have certain procedures in place, as stop gaps, ie( the technician upon removal of trans, would have caught it, the foreman, would have caught it, and the builder himself would have caught it)And upon discovering such a mistake, as I explained to the customer, we would have reinstalled the transmission at no cost to him, if he decided not to have any repair work done, and that was explained to him over the phone, and at that time the customer understood.A vehicle with the amount of mileage on the transmission will not just purge all the transmission fluid out without some kind of internal damageThe customer also agreed with this theory as wellIf the customer would had let us proceed with the diagnosis, we would have been able to find the actual cause, and there would not have been a need to tow the vehicle backAs humans we all make mistakes, however our procedures would have caught this, as there was zero malicious intent whatsoever.Thank You for time and consideration in this most important of matters.Mark W***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]
Ms***'s Chevrolet Equinox arrived at the Michigan Rd location1/11/with a failed transmission-vehicle would not moveThe transmission repairs were authorized and performedWhile performing the final road test, the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnosticsMs [redacted] was provided with an estimate for these repairs, and declined any further services at the time of delivery 01/27/17.Ms [redacted] than began calling several times a day, to complain about the repairs that she had declined, repairs that we had not performedSpencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, at 7:AM to open the Michigan Rd location, he discovered Ms [redacted] had dropped the vehicle off the previous evening, but did not park the vehicle in a designated parking spaceShe did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESSI made contact with Ms***, convinced her to bring the keys to the vehicle with the threat of having the vehicle impounded if she did not bring the keys immediately.When Ms [redacted] arrived, I had an extensive conversation with her and discovered the engine had overheated, there was steam from under the hoodWe diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to herWe also had to put gas in the car, as it arrived nearly empty, and ran out of gas on the final road test, stranding the shop foreman on the side of 71st streetThe transmission performed flawlessly at that timeI advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussedOnce again, Ms [redacted] stated, "I paid you a lot of money, there better not be anything else wrong with my car".Ms [redacted] continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORMI explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission, we would be happy to stand behind our repairs 100% parts and labor.This vehicle is years old with 143,miles, and has been severely neglected and abusedThis vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W [redacted] , General Manager
This is the response from our General Manager Michael W [redacted] : Ms[redacted] 's vehicle has been diagnosed with SEVERE engine drivability concerns (neglect-lack of maintenance) as diagnosed by not only myself, but also ETE Wholesale warranty technician Keith H [redacted] Multiple misfires (Spark plug wires arcing together and into the engine oil dipstick tube, spark plugs, etc.),with no defects in the transmission replacement components or craftsmanship of the rebuildThe torque converter is operating properly, as commanded bythe onboard computer,and the.poor engine drivability symptoms are manifesting through the entire vehicle,not just the transmission.Simply put,the engine performance is very poor due to severe neglect and lack of maintenanceDespite Ms [redacted] 's self-diagnosis, Internet and/or YouTube diagnosis,this vehicle has been PROPERLY diagnosed by two ASE certified technicians, an estimate prepared and presented to Ms[redacted] She has declined PAYING for other needed repairs to HER vehicle, the vehicle that SHE owns and neglects, and the vehicle that she is SOLELY responsible for maintaining Carla T [redacted] Vice President Edward's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 317-635-edwardstransmissions.com
Attention: [redacted] ID# [redacted] I would like to address the issues in this complaint, as I don't agree • We do offer courtesy rides for customers to home or work when we have available personnel, they aren't guaranteed• We haven't been able to fully duplicate the issue Ms [redacted] is describing, we can't diagnose or fix an issue that we haven't experiencedWe don't want to guess and have the customer spend money on repairs that aren't the Issue she Is concerned with• Ms [redacted] has dropped her vehicle off with the fuel light on several timesWe have to be able to drive the vehicle to duplicate the IssueWe don't supply gasoline for customers, all parts, fluids and shop supplies that are used In the repair of a customer's vehicle are charged to the customer on an Invoice and are marked up(This is standard in the rental car business) We didn't want to charge Ms [redacted] a markup on gasoline so we asked her to just give us the cash and we would go to the gas station for her or she could come and take the vehicle to the gas station herself • Our warranty doesn't cover rental car expenses• The complaint about everything not being included in the Initial diagnosis and repairThe vehicle didn't move when we first received it due to the transmission failure, that have to be repaired before a road test could be completed• We have asked Ms [redacted] to bring the vehicle back to verify the transmission and torque converter are operating properly but she has refused to returnThere is a warranty on all the work we performed Please have Ms*** return the vehicle to Edward's Transmission so we may address her concernsSpencer J [redacted] Manager, Michigan Rd Store 317-329· Carla T [redacted] Vice President Edward's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 46222317-635-edwardstransmlsslons.com
Attached response from Mike W [redacted] , General Manager Edward's Transmissions Michigan Rd Store.Carla T***Vice PresidentEdwards's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
First and foremost we did not work for this person and do not know who he isWe are aware of the situation and would like to say that he is incorrect about the draining of a fiberglass pool Our service crew discussed with the homeowner that the pool would be drained in stages and what could happen if the pool was drained The homeowner asked us to proceed with the draining and cleaning of the poolThe pool had not been open for some time and was very dirtyWhen the pool cracked the service crew finished cleaning the pool and discussed with the homeowner what her options were for repair We determined that the skimmer line was leaking and needed to be replacedWe referred the homeowner to a company that does fiberglass repair and they also can pinpoint where the leak is in the skimmer line We can only determine that it is the skimmer lineThe service crew told the homeowner that we were available should she have any questions that she needed answered We never heard from her and then a person we do not know called and asked for our insurance company and when we questioned him he started to scream at me and yes I hung up after warning him that I do not accept abusive behavior on the phone He later called back and was polite and I gave him our insurance information
To whom This May Concern: A gentleman dropped off said vehicle at our shop stating he didn't think it was the transmission but it was running very poorlyUpon checking out vehicle it was just that running so poorly it didn't want to get out of its own way and it had codes dealing with the diesel engine turbochargerI then called the customer to explain that it wasn't the trans but his turbo he still demanded his money back and said he'd barely driven vehicle and he didn't careI said the trans works fine and you've driven it 26,miles since repairHe wouldn't stop cussing and began to slander our company and said he would push this complaint as far as he could, he said to put his vehicle out front and that this was not over and I was then cussed me out worse than anyone ever has before if we can anything to help him in the future I would be happy to helpMark W [redacted] GM
I reject the response from Clearwater PoolsFirst, Clearwater's only response was to my grandson [redacted] ***, which was when Clearwater returned a call to him after he called them to ask for their Insurance number(more details in first Revdex.com response)Their insurance information was never voluntarily givenThat was the only time Clearwater has calledI do not consider that severalFurthermore, I the owner was not there the entire time as Clearwater Pools statesClearwater called to state they were coming at 8:30amThey actually came at 8:00am and were let in by my grandsonPlease see attached employer letter that confirms that I was workingI arrived at my home at 9:30, an hour and half after Clearwater arrivedPlease read my previous Revdex.com response which addresses when and how Clearwater was made aware that I could not be there at 8:30am and how they agreed to have my grandson let them inLastly, again I attached the estimate from the work they were there to doIn Clearwater's last Revdex.com response they state they were there to clean the pool and remove the heaterIt seems Clearwater can not read their own estimateIn the estimate it states they were assessing(doesn't even mention cleaning) and lists several other items line by line and please read Special CommentsThe estimate called for hours to complete work, I was charged hours only after the pool cracked and Clearwater packed up and leftAs for me never saying anything about them draining the pool, it was the first thing I addressed when I got home and the pool was already being drainedI also called my daughter after I addressed them about draining the pool and she called the water company and came overAgain, all this was addressed in my first Revdex.com response
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me, by they are fixing the issue at hand and replacing everything that needs done Regards, [redacted]
I spoke with ***'s wife *** Thursday Dec7, at 4:pm about this matterAfter speaking with Jay S*** ( our Castleton store manager) Friday Dec8th at 9:am, a resolution was determinedI spoke with *** again on Friday Dec8th, at 2:pm, and all parties agree and are
satisfied with the resolution. We believe we have resolved all issues with the customer and they are satisfied. Michael W***Area ManagerEdward's Transmissions and Engines317-329-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In it's two responses, Edwards' has not addressed my concerns They are too busy being defensive instead of putting themselves in the customer's shoes I will reiterate them once again:I was charged $for an ADDITIONAL DIAGNOSTIC on the brake light issue and the engine issue As I stated, Spencer made it seem as though the brake light issue would be covered under the ADDITIONAL DIAGNOSTIC charge because it was likely a wire issue I could be wrong, but have them replay the call (if those calls are taped or monitored) Secondly, they were supposed to further DIAGNOSE the engine codes How can you charge for a further diagnosis when all you provided was the codes and the description of the codes which were already known at the time of the general inspection? Also, as far as the smoke test is concerned, how can you VISUALLY inspect smoke and then charge extra for it and provide NO ADDITIONAL INFORMATION on the smoke, what it is, cause of it, etc.? They have not provided any proof that a smoke test was performed nor was I informed that the smoke test would be performed visually What does a visual test do for me? The bottom line is this: if you are a business who charges your customers for a service, it is your BURDEN TO PROVE what you did It should not be my burden...I am not the professional They have not proven that they provided the service they charged me for.Furthermore, I am offended as a consumer, that they would rather spend the time to respond to my complaints than to return my money How many hours have they spent responding which is time they could have spent doing their business, all for $110? It would be much easier to make the customer happy than to spend time responding to a complaint. As this point we are at an impasse If our issue can't be resolved this way, it appears court is the next step.Thanks for your efforts
Regards,
*** ***
I have reviewed Ms***'s Revdex.com complaint, and find it to be without merit for the following reasons: I personally spoke to Ms*** the morning that her daughter dropped off the vehicleWhen I inquired as to why she requested a "transmission diagnostic", she indicated that there were no
complaints with the transmission (???)Most people do not frequent auto repair facilities unless there is a problem. I personally performed the FREE inspection of the vehicle, and found it to be a rebuilt salvage total with a myriad of problems (see inspection form).The FREE lift inspection indicated imminent drive axle failure and ONE tire extremely worn, the FREE diagnostic scan for the illuminated Service Engine Soon lamp indicated several trouble codes stored in multiple logic modules (including airbag), and the FREE visual inspection indicated NO brake lamps, among other safety issues and neglect due to lack of maintenance. Spencer contacted Ms*** to advise the need for the drive axle replacement, and to request authorization for one hour of diagnostic labor ($110.00) to diagnose the brake lamps being inoperative and to perform a smoke test of the fuel evaporative emission system ($for each diagnostic service to be performed on two separate systems)I personally witnessed this telephone conversationSpencer made no promises that anything WOULD be repaired within the parameters of diagnosis and the charges associated with performing said diagnosticsMs*** authorized the diagnostic services to be performed and agreed to the $fee. Ms*** refused to accept that, although we view all of our customers concerns with the utmost urgency, there were several other customer's vehicles here and in progress when her daughter dropped their car off, and that she would have to wait in her turn in line, as hers would not be pushed ahead of anyone else's repairs. The diagnostic work was performed, despite Ms*** "belief that we didn't earn it", and payment for authorized diagnostic services rendered is not contingent upon whether or not the customer likes or accepts the results of said diagnostic proceduresMs*** was not "led to believe" anything.The inspection report also indicates that the vehicle's cooling system (belts, hoses, coolant, etc.) were factory originalAll vehicle manufacturers recommend these components be replaced, as a matter of maintenance, every years and/or 100,milesThis vehicle is nearlyyears old with 135,miles and well overdue for this serviceWe recommended to Ms*** replacement of these components, and she declinedOur inspection does not provide clairvoyance; we can only make recommendations based upon the manufacturers maintenance schedule.Michael W*** Manager Edward's Transmissions
IN RESPONSE TO MR *** RESPONSEI AM TRULY SORRY HIS VEHICLES TRANS IS GOING OUT BUT IT WILL CONTINUE TO DO WHAT IT WANTS TO DO UNTIL IT GOES OUT AND WOULD HAVE DONE THE SAME IN HIS DRIVEWAY OR IF HE PARKED IT AT THE MALL HOWEVER WE ARE WILLING TO WORK WITH HIM AND HAVE BEEN TRYING TO GET AHOLD OF HIM AS I HAVE LEFT SEVERAL MESSAGES BUT HE WONT ANSWER OR CALL BACKTHANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERSMARK W*** GENERAL MANAGERVEHICLE MILEAGE WAS 186,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
NOW THIS IS JUST CRAZY HOW MUCH THIS BUSINESS JUST KEEP LYINGWHOEVER READING THIS WHEN IT IS POSTED PLEASE DO NOT DO ANY BUSINESS HERE, ESPECIALLY WOMENAS ANYONE CAN SEE BY READING THIS THE FLAWS IN EVERYTHING THEY ARE STATINGEVERYTHING THEY ARE REPLYING ABOUT IS IRRELEVANT TO THE ISSUE ABOUT WHAT IS GOING ON WITH THE TRANSMISSION! LIES BEING STATED BY BOTH SPENCER AND MIKE.1. NOW AGAIN AS I PREVIOUSLY STATED AND WHATS PRINTED ON PAPERWORK THEY DIDTHE CAR DID MOVE BACKWARD, JUST NOT FORWARD2. EVERY WARNING LIGHT ON THE DASHBOARD DID NOT LIGHT UPNOW STATED ON PAPERWORK THEY GAVE ME IT IS CLEARLY PRINTED “ABS, CEL, AND TRACTION CONTROL LIGHT ON”NOW THAT IS NOT EVERY LIGHT SO ANOTHER LIE.3. NOW AGAIN STATED ON PAPERWORK IN NOTES SECTION FROM BUSINESS IS “EVAP AND FR WHEEL SPEED CODE W/S SENSOR IS PLUGGEDFRONT STRUTS NEED SERVICING”NOW MIKE JUST STATED THIS ON REPLY “the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnostics.” NOW IF THAT WAS THE CASE WHY IS THIS INFORMATION NOT PRINTED ON THE DOCUMENTS GIVEN TO ME? WHERE IS THIS NOTED AT BECAUSE IT IS NOT IN THE NOTES SECTIONS HANDED TO ME.4. I NEVER RECEIVED A PRINTED ESTIMATE OR WHAT FURTHER REPAIRS WERE NEEDED FROM THE BUSINESSWHEN SPENCER TOLD ME ABOUT THE OTHER PROBLEMS NOTED ON THE PAPERWORK I HAD TO ASK HIM FOR PRICINGSPENCER WAS NOT PREPARED TO GIVE ME ANY PRINTED ESTIMATESPENCER ONLY WROTE DOWN ON A PIECE A PAPER THAT I HAVE ATTACHED “$720” FOR STRUTSNOW AGAIN MIKE JUST STATED ON HIS REPLY EXACTLY “Ms*** was provided with an estimate for these repairs, and declined any further services at the time of delivery“ANOTHER LIE!5. NOW ITS JUST GETTING FUNNY HOW MUCH THESE PEOPLE ARE LYINGI DIDN’T CALL THEM SEVERAL TIMES A DAYOUT OF THE SEVERAL TIMES THEY HAD MY CAR I ONLY CALLED WHEN IT WAS SEVERAL DAYS AFTER I DROPPED MY CAR OFF CAUSE DIDN'T HEAR BACK FROM THEMWHICH THEY TOLD ME WHEN I BROUGHT IT BACK EACH TIME THEY WILL GIVE ME A CALL ON WHAT WAS GOING ON AND THEY NEVER DID THATAND THE COUPLE TIMES I DID CALL SPENCER ALWAYS SAID, “I’M NOT SURE I HAVE TO CHECK ON THAT”I HAVE PHONE RECORDS!6. NOW ANOTHER BIG LIEMIKE JUST STATED “She did, however, park the the vehicle onthe sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS.I made contact with Ms***, convinced her to bring the keys to the vehiclewith the threat of having the vehicle impounded if she did not bring the keys immediately.” NOW WHEN I TAKE THIS TO COURT AND ASK FOR THEIR CAMERA FOOTAGE OF SUCH INCIDENT THEY WILL LOSE AUTOMATICALLY FROM THIS LIECAUSE HOW DID THEY GET INTO THE BUSINESS THAT DAY IF THE CAR WAS PREVENTING ACCESS? I HAVE PHONE RECORDS OF ALL PHONE CALLS BETWEEN THE BUSINESS AND MYSELF, ALSO VIDEOSNOW THIS IS WHY THEY NEED TO JUST BE HONEST AND SHOULD HAD GAVE ME RECEIPTS FOR EACH VISIT EVEN IF I WASN’T CHARGED LIKE MOST BUSINESSESNOW THIS SO CALLED INCIDENT DID NOT TAKE PLACE ON 2/AS MIKE JUST STATED “When Spencer arrived Feb 14, at 7:AM”I HAVE PROOF I DROPPED THE CAR OFF THE NIGHT OF 2/I CONTACTED THE SHOP FIRST THING IN THE MORNING ON 2/AT 8:AM TO LET THEM KNOW WHAT WAS GOING ON WITH MY CAR AND I WILL BE BRINGING THE KEYSNOW IF THE CAR WAS PREVENTING ACCESS TO THE BUSINESS HOW DID THEY ANSWER MY PHONE CALL THAT MORNING INSIDE THE SHOP? I HAVE SPRINT PHONE LOGS THAT I CONTACTED THEM FIRST ON 2/AT 8:AM SO ANOTHER LIE AGAIN NO ONE EVER CALLED ME!7. NOW ANOTHER LIE FROM BOTH MIKE AND SPENCER BECAUSE I NEVER BROUGHT MY CAR TO THEM ON ESPENCER STATED PREVIOUSLY I BROUGHT THE CAR TO THEM SEVERAL TIMES ON “E”SO THAT MEANS THEY HAD TO PUT GAS IN THE CAR SEVERAL TIMES WHICH I WAS NOT AWARE OF IT THEY DID SO THEY SHOULD ALSO HAVE RECEIPTS OF THISNOW MIKE JUST STATED, “The transmission performed flawlessly at that time” IS ANOTHER LIE AGAIN CAUSE THE TRANSMISSION STILL HAD THE SAME ISSUES I BROUGHT IT TO THEM FOR.8. NOW AGAIN ANOTHER LIE “Ms *** continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORMI explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission” AS STATED BEFORE I HAVE RECORD OF ALL CONTACT MADE BETWEEN THE BUSINESS AND ITHERE WAS NO CALLS MADE SEVERAL TIMES A DAY!!! THEN WHY WOULD I CALL THEM ABOUT OTHER ISSUES WITH MY CAR WHEN I DID NOT EVEN WANT THEM TO TOUCH ANYTHING ELSE ON MY CAR AFTER THEY KEPT LYING ABOUT THE CONDITION OF THE TRANSMISSIONI ALSO HAVE RECEIPTS ATTACHED THAT SHOWS I HAD MY CAR REPAIRED FOR STRUTS, ABS LIGHT, AND OTHER STUFF AT CARX ON 3/SO WHY WOULD I CALL ABOUT ANYTHING ELSE OTHER THAN THE TRANSMISSION AND EVERYTHING ELSE WAS FIXED!?9. NOW THE LAST FLAW IN THIS STATEMENT “This vehicle is years old with 143,miles, and has been severely neglected and abusedThis vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.” NOW AS I PREVIOUSLY STATED I WILL BE ATTACHING A RECEIPT FROM ALL THE REPAIRS I GOT DONE AT CARX ON 3/WHICH WAS OVER $IN REPAIRS INCLUDING AN OIL CHANGE THAT EDWARDS CHARGED ME FOR AND DID NOT COMPLETE WHICH THEY STILL HAVEN’T ADDRESSED THAT, THEY KEEP IGNORING THAT IN THEIR REPLIESMY CAR IS NOT NEGLECTED OR ABUSED AND ITS DOESN'T’ REQUIRE EXTENSIVE REPAIRS AND MAINTENANCEBUT THE KILLER PART OF THIS IS THE LAST SENTENCE IS “the transmission operates properly and requires no further attention” WHICH I HAVE VARIOUS DOCUMENTS AND QUOTES ON WHATS WRONG WIT THE TRANSMISSION AS OF NOW THAT THEY WERE SUPPOSED TO FIX.THANKS FOR PROVIDING ALL THIS INFORMATION, NOW I HAVE ENOUGH INFORMATION FROM THESE STATEMENTS FROM THE BUSINESS TO FILE A NICE LAWSUITNOW FROM READING THEIR REPLIES, I BET THEY CAN’T PRODUCE NOT ONE TRANSACTION FOR ALL THE PARTS BOUGHT FOR MY CAR NOR DOCUMENTATION EACH TIME I BROUGHT MY CAR THERE.NOW LASTLY WHEN RUNNING A BUSINESS LIKE THIS YOU MUST ALWAYS BE HONESTDO NOT STATE LIES TO A PAYING CUSTOMER OR ON A PUBLIC WEBSITE LIKE THISWHEN THE SHOP RECEIVES A CAR THAT THEY ARE NOT SURE HOW TO FIX DO NOT LIE AND ATTEMPT TO DO SONOW I HEARD MANY COMPLAINTS FROM OTHER PEOPLE HAVING SIMILAR PROBLEMS WITH EDWARDS SINCE I BEEN DEALING WITH THEMEVEN WHEN I WAS THERE IN THE SHOP ONE TIME IT WAS A MAN IN THERE THAT SAID HE BEEN DEALING WITH THEM FOR A YEAR FOR THE SAME PROBLEMTHIS IS DEFINITELY AN ISSUE I WILL TAKE TO THE LOCAL MEDIA OUTLETS TO WARN OTHERS ABOUT BECAUSE THIS BUSINESS BEEN AROUND TOO LONG AND NOTHING HAS YET TO BE DONETHE Revdex.com SHOULD DEFINITELY REMOVE EDWARDS FROM SUCH A+ RATING BECAUSE THAT POORLY REPRESENT THE Revdex.comTHERE IS NOT ONE GOOD COMPLAINT ON THE Revdex.com WEBSITE FOR THEM SO HOW ARE THEY RATED SO HIGHLY? THAT IS REPORTING TO CONSUMERS!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here are my responses: Their statement is not correct I brought my daughter's car in to get the transmission checked because, as I explained to them, the dealer gave me a day warranty on the transmission so I wanted someone independent to look at They asked me if they found something wrong what should they do? I said that the dealer will fix it I never received an inspection form notating the MYRIAD of problems identified via the FREE inspection The only things communicated to me where the brake light, axles, and the engine codes If they had a form, which I question is not true, why was that not given to me Also, ask them to list the MYRIAD of issues they diagnosed As stated, I was led to believe that the brake light issue would be fixed under the $diagnostic fee and as you see, they cannot provide any support of proof that the smoke test identified any issue other than what was already diagnosed by the codes that came up as part of the FREE diagnostic Please ask them to provide what NEW information was gathered by the smoke test As I stated, I got no report or no information on the status of that test If someone pays for a service, they should receive what they paid for.I am not complaining about the axles because I received that service Furthermore, since they identified a MYRIAD of problems, why did my daughter's car overheat days later? I called them about that and yet again they took no responsibility If they want to take the position that they only diagnose items that are brought to them by the attention of the customer, why were the axles and brake light issue diagnosed? Furthermore, they were going to charge me additional labor to fix the brake light Why, when you already charged me to diagnose the issue? I questioned this and they said this is "standard" policy I also was not told that the diagnostic was $for the brake light and $for the engine I think they are not forthcoming about their prices and policies.I have tried repeatedly, even calling corporate, to resolve this issue Corporate has not returned my call Is that good business practice? I think not
Regards,
*** ***
In response to Teresa at Clear Water Pools answer to my orginal complaint with the Revdex.com. The person she refers to is my grandson, *** ***He was there when Chuck came to give me the estimate and again to let the service crew (One of them being Chuck) in my house the day the repairs were taking place. It is Teresa from Clear Water Pools who has never been to my homeHer name is on the estimate so I assume she typed it.She states in the Revdex.com response that her Service Crew notifed me that the pool would be drained in stages and what could happen to the pool. First, let me say that if the pool was to be drained why wouldn’t Chuck tell me at the time he was here to give the estimate.Second, why didn’t Teresa include a noticification, warning, or waiver with the typed estimate. If they knew they were draining the pool and could potentially cause damage why wouldn’t they protect themselves and put it in writing with their estimate that she typed.Lastly, Teresa’s husband told their Insurance Agent (*** from ***) that I was notified before they came to work on the pool that the pool was being drained and what could possibly happen. How would that be possible if in her response to Revdex.com she writes I was notified by her service crew the day of the repairs and I was at work for the first hour and half they were thereI can provide documentation if needed from my employer that I was at workPlease remember that she states that the man who called her (my grandson ***) they do not knowHowever, he was the only person who could have let the service crew in my home that daySo which is it? Did Chuck notify me at the time of the estimate with *** there? Was I notified somehow in writing? Was it the Revdex.com response from Teresa that states the service crew noticed me the day of repairs? Or was it Teresa’s husband who told their agent I was notified before they came to do any work? Sorry, but since Clear Water pools is lying it seems they are having a hard time keeping their facts straight. When I arrived at 9:the pool was already in the process of being drained. When I noticed they were draining the pool, I ran over quickly into the pool area and spoke to the man in charge which I believe is the owner. I let him know that I didn’t know that the pool was being drained and that I had not made any arrangements with a Pool Filling Water Company to be on Site. He asked me who my water company was for my home and told me to call them. I proceeded to call my daughter (*** ***) so she could call my water company. My daughter called me back and said it was approved and said she would be stopping by, since I was starting to feel a little uneasyI thought it was odd that Clear Water left out the large detail that my pool was being drained. The service crew continued working, however sometime later the three men who were there starting talking while staring at the pool for about minutesFinally, one of the service crew tells my daughter, my grandson and I that they are leaving and “It’s not their fault about the pool and repeats it several times and that they cannot fix it” and recommended another company to fix it. From the invoice you can see they quickly wrote up an invoice for Service hours, which my I paidThey were rushing to get out of my house and didn’t give me a complete invoice with what had been done. For example, removing and taking the heaterThey very clearly wanted to leave quickly and were very nervousTeresa states in her response to Revdex.com that I was told about the cracks and then Clear Water continued to work. That is not true!I had my grandson *** *** call Clear Water Pools two weeks later because he had spoken to other pool companies who advised him to get Clear Water Pools’ insurance informationWhen he called they definitely knew who he was because he introduced himself as *** ***, who was calling about my pool. Let me restate *** was there for the estimate and the repair day. It was Teresa who had the attitude and hung up on him. She refused to give him the insurance information. However, later that same day she called and provided *** with the insurance information. Why would my grandson have been rude and decide to call her againThe phone call should have just been a simple exchange of information all he wanted was a name and number. It was Teresa who was annoyed he was asking. Later my niece (*** ***) offered to call the Insurance Agent Shelby for me. However, neither *** nor I could find Shelby’s number. So my niece put me on I conference call to Clear Water Pools where my niece spoke to a women (I believe it was Teresa). My niece introduced herself and stated she was calling for me and that we needed the Insurance number againHer response was to tell my niece that she could look up ***’s number (very sarcastic). My niece responded that it would be much easier to have a direct contact since we did not have a claim numberThe women’s tone changed and then she provided my niece and I with their agent’s name and number. Lastly, she stated that her husband had already spoken to Shelby who is their agent and told her everything he needed to.On another day, my niece also called two pool companies to confirm that in their opinion Clear Water Pools was in the wrongIt was again suggested to go through Clear Water’s insurance or File a claim in court.I attached the estimate and the invoice for the repair day, since I mention both these items in my response.Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
TO Revdex.com ATTN [redacted] ***, REF [redacted] IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/ ON OR ABOUT 07/13/2016, MR [redacted] BROUGHT IN A FORD FTO OUR GREENWOOD LOCATION COMPLAINING OF IT LEAKING AND LAGGING ON SHIFTS, RICHARD THE STORE MANAGER WAS OUT ON VACATION, SO I WAS RUNNING THE STORE IN HIS ABSENCE, I KNOW FOR A FACT I NEVER TOLD THE CUSTOMER WE WERE BACKED UP, BUT THAT THERE WERE A FEW VEHICLES IN FRONT OF HIM UPON INITIAL CHECKOUT, JAY OUR SERVICE MANAGER TEST DROVE VEHICLE AND FOUND THERE WAS A DELAY INTO REVERSE,AND THAT THE FLUID WAS LOW AND DISCOLORED AND THE ENGINE WAS RUNNING VERY ROUGHLY, I THEN PROCEDURALLY CALLED CUSTOMER TO REPORT SAID FINDINGS AND TO LET HIM KNOW THAT WE WOULD THEN BE PROCEEDING TO THE LIFT INSPECTION PORTION OF THE VEHICLE CHECKOUT PROCEDURE THEN AT THE TIME OF THE LIFT INSPECTION, JAY FOUND THE ENGINE TO BE LEAKING, AT WHAT APPEARED TO BE THE REAR MAIN SEAL,AS SO MANY OF THE FORD VEHICLES ARE KNOWN FOR, AS THIS TO BE A COMMON OCCURRENCE, ALSO THAT THE TRANSMISSION WAS LEAKING FROM THE FILL TUBEO RING AND THE FRONT SEAL AREA, UPON FURTHER INSPECTION HE ALSO FOUND SOME METAL DEBRIS IN THE SUMP PAN, AND THAT THE REAR DIFFERENTIAL PINION SEAL WAS ALSO STARTING TO LEAK BECAUSE OF THE REAR MAIN SEAL LEAK, JAY THEN PROCEEDED TO CHECK THE ENGINE OIL AND FOUND NO OIL ON THE DIPSTICK, OF WHICH THIS IS VERY DANGEROUS ON ANY VEHICLE BUT EVEN MORE SO ON THIS PARTICULAR VEHICLE BECAUSE IT HAS A VARIABLE VALVE TIMING ENGINE,OF WHICH THE OIL LEVEL, OIL TYPE AND VISCOSITY ARE ALL El XTREMELY IMPORTANT, AS IF ANY OF THESE ARE NOT STRICTLY ADHEARED TO IT WILL MAKE THE ENGINE RUN EXTREMELY ROUGH, (AS IT WAS) AND CAN DAMAGE THE CAM PHASERS AND CAN CAUSE PERMANENT DAMAGE TO THE ENGINE JAY THEN PROCEEDED TO SCAN THE VEHICLE FOR TROUBLE CODES AND CAME UP WITH ANTI LOCK BRAKING SYTEM CODE, PATS CODES, CLUSTER CODES AND TRANSFER CASE CODES RELATED TO POWER I THEN PROCEEDED TO CALL THE CUSTOMER, FOR THE 2ndUPDATE CALL AND TO APRISE HIM OF WHAT WE HAD FOUND TO THAT POINT AND FURTHERMORE, WHAT NEEDED TO BE DONE TO REPAIR SAID VEHICLE AND MOST IMPORTANTLY ABOUT THE OIL LEVEL AND ITS RELAVANCE TO THE DRIVABILITY AND RUNABILITY AND POSSIBLE DAMAGE TO HIS ENGINE THE CUSTOMER AT THAT TIME SAID HE DID NOT HAVE THE MONEY FOR ANY REPAIRS AT THAT TIME AND SAID THAT WE SHOULD JUST SET IT TO THE SIDE AND THAT HE WOULD BE IN TO PICK IT UP WHENEVER HE COULD AND THAT WAS THE LAST TIME I HEARD FROM HIM UNTILL I WAS GIVEN THIS COMPLAINT IN WHICH TO PERUSE I ASKED RICHARD ABOUT HIS PHONE CALL TO SAID CUSTOMER AND HE SAID HE WAS NOT RUDE TO THE CUSTOMER IN ANY WAY BUT THAT THE CUSTOMER WAS VERY UPSET, THAT HE CALLED AND TOLD HIM THAT HE HAD PREVIOUSLY TOLD ME HE DIDN'T HAVE THE MONEY TO FIX IT SO MY ONLY QUESTION IS IF WE NEVER CONTACTED THE CUSTOMER WHY WAS HE UPSET THAT WE CALLED HIM AGAIN AND SAYING THAT HE HAD ALREADY TOLD ME NO.????? WE AT EDWARDS TRANSMISSIONS VALUE OUR CUSTOMERS AND WILL ALWAYS TRY TO WORK WITH THEM AND I HAVE NO PROBLEM WORKING WITH HIM ON REPAIRING HIS VEHICLE AT MORE THAN A FAIR PRICE, HOWEVER WE CANNOT DO FREE WORK WHEN THESE CONDITIONS WERE PREXISTING AND WE FULLY EXPLAINED THE SITUATION TO THE CUSTOMER AND HE REFUSED ANY AND ALL REPAIRS AT THAT TIME IN ANSWER TO HIS QUERY,ALL WE DID WAS A COMPLETE FREE INSPECTION OF WHICH OTHER SHOPS WOULD HAVE CHARGED FOR BUT IN NO WAY WILL A MERE INSPECTION CHANGE THE WAY A VEHICLE PERFORMS AND IT MOST CERTAINLY WAS RUNNING ROUGH AS DOCUMENTED ON BOTH THE PAPERWORK AND COMPUTER, AND THAT IT IS AN IMPOSSIBILITY THAT A VVT ENGINE RUNNING EXTREMELY LOW ON OIL WAS RUNNING FINE THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERS Mark W [redacted] GENERAL MANAGER
In response to [redacted] Complaint, apparently the manager made a mistake, in to the Transmission bell Housing being crackedIn which this wouldn't have affected the transmission leaking anywayAs I explained to the customer on the phone, we have certain procedures in place, as stop gaps, ie( the technician upon removal of trans, would have caught it, the foreman, would have caught it, and the builder himself would have caught it)And upon discovering such a mistake, as I explained to the customer, we would have reinstalled the transmission at no cost to him, if he decided not to have any repair work done, and that was explained to him over the phone, and at that time the customer understood.A vehicle with the amount of mileage on the transmission will not just purge all the transmission fluid out without some kind of internal damageThe customer also agreed with this theory as wellIf the customer would had let us proceed with the diagnosis, we would have been able to find the actual cause, and there would not have been a need to tow the vehicle backAs humans we all make mistakes, however our procedures would have caught this, as there was zero malicious intent whatsoever.Thank You for time and consideration in this most important of matters.Mark W***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]
Ms***'s Chevrolet Equinox arrived at the Michigan Rd location1/11/with a failed transmission-vehicle would not moveThe transmission repairs were authorized and performedWhile performing the final road test, the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnosticsMs [redacted] was provided with an estimate for these repairs, and declined any further services at the time of delivery 01/27/17.Ms [redacted] than began calling several times a day, to complain about the repairs that she had declined, repairs that we had not performedSpencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, at 7:AM to open the Michigan Rd location, he discovered Ms [redacted] had dropped the vehicle off the previous evening, but did not park the vehicle in a designated parking spaceShe did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESSI made contact with Ms***, convinced her to bring the keys to the vehicle with the threat of having the vehicle impounded if she did not bring the keys immediately.When Ms [redacted] arrived, I had an extensive conversation with her and discovered the engine had overheated, there was steam from under the hoodWe diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to herWe also had to put gas in the car, as it arrived nearly empty, and ran out of gas on the final road test, stranding the shop foreman on the side of 71st streetThe transmission performed flawlessly at that timeI advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussedOnce again, Ms [redacted] stated, "I paid you a lot of money, there better not be anything else wrong with my car".Ms [redacted] continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORMI explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission, we would be happy to stand behind our repairs 100% parts and labor.This vehicle is years old with 143,miles, and has been severely neglected and abusedThis vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W [redacted] , General Manager
This is the response from our General Manager Michael W [redacted] : Ms[redacted] 's vehicle has been diagnosed with SEVERE engine drivability concerns (neglect-lack of maintenance) as diagnosed by not only myself, but also ETE Wholesale warranty technician Keith H [redacted] Multiple misfires (Spark plug wires arcing together and into the engine oil dipstick tube, spark plugs, etc.),with no defects in the transmission replacement components or craftsmanship of the rebuildThe torque converter is operating properly, as commanded bythe onboard computer,and the.poor engine drivability symptoms are manifesting through the entire vehicle,not just the transmission.Simply put,the engine performance is very poor due to severe neglect and lack of maintenanceDespite Ms [redacted] 's self-diagnosis, Internet and/or YouTube diagnosis,this vehicle has been PROPERLY diagnosed by two ASE certified technicians, an estimate prepared and presented to Ms[redacted] She has declined PAYING for other needed repairs to HER vehicle, the vehicle that SHE owns and neglects, and the vehicle that she is SOLELY responsible for maintaining Carla T [redacted] Vice President Edward's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 317-635-edwardstransmissions.com
Attention: [redacted] ID# [redacted] I would like to address the issues in this complaint, as I don't agree • We do offer courtesy rides for customers to home or work when we have available personnel, they aren't guaranteed• We haven't been able to fully duplicate the issue Ms [redacted] is describing, we can't diagnose or fix an issue that we haven't experiencedWe don't want to guess and have the customer spend money on repairs that aren't the Issue she Is concerned with• Ms [redacted] has dropped her vehicle off with the fuel light on several timesWe have to be able to drive the vehicle to duplicate the IssueWe don't supply gasoline for customers, all parts, fluids and shop supplies that are used In the repair of a customer's vehicle are charged to the customer on an Invoice and are marked up(This is standard in the rental car business) We didn't want to charge Ms [redacted] a markup on gasoline so we asked her to just give us the cash and we would go to the gas station for her or she could come and take the vehicle to the gas station herself • Our warranty doesn't cover rental car expenses• The complaint about everything not being included in the Initial diagnosis and repairThe vehicle didn't move when we first received it due to the transmission failure, that have to be repaired before a road test could be completed• We have asked Ms [redacted] to bring the vehicle back to verify the transmission and torque converter are operating properly but she has refused to returnThere is a warranty on all the work we performed Please have Ms*** return the vehicle to Edward's Transmission so we may address her concernsSpencer J [redacted] Manager, Michigan Rd Store 317-329· Carla T [redacted] Vice President Edward's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 46222317-635-edwardstransmlsslons.com
Attached response from Mike W [redacted] , General Manager Edward's Transmissions Michigan Rd Store.Carla T***Vice PresidentEdwards's Transmission Exchange, IncA Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
First and foremost we did not work for this person and do not know who he isWe are aware of the situation and would like to say that he is incorrect about the draining of a fiberglass pool Our service crew discussed with the homeowner that the pool would be drained in stages and what could happen if the pool was drained The homeowner asked us to proceed with the draining and cleaning of the poolThe pool had not been open for some time and was very dirtyWhen the pool cracked the service crew finished cleaning the pool and discussed with the homeowner what her options were for repair We determined that the skimmer line was leaking and needed to be replacedWe referred the homeowner to a company that does fiberglass repair and they also can pinpoint where the leak is in the skimmer line We can only determine that it is the skimmer lineThe service crew told the homeowner that we were available should she have any questions that she needed answered We never heard from her and then a person we do not know called and asked for our insurance company and when we questioned him he started to scream at me and yes I hung up after warning him that I do not accept abusive behavior on the phone He later called back and was polite and I gave him our insurance information
To whom This May Concern: A gentleman dropped off said vehicle at our shop stating he didn't think it was the transmission but it was running very poorlyUpon checking out vehicle it was just that running so poorly it didn't want to get out of its own way and it had codes dealing with the diesel engine turbochargerI then called the customer to explain that it wasn't the trans but his turbo he still demanded his money back and said he'd barely driven vehicle and he didn't careI said the trans works fine and you've driven it 26,miles since repairHe wouldn't stop cussing and began to slander our company and said he would push this complaint as far as he could, he said to put his vehicle out front and that this was not over and I was then cussed me out worse than anyone ever has before if we can anything to help him in the future I would be happy to helpMark W [redacted] GM
I reject the response from Clearwater PoolsFirst, Clearwater's only response was to my grandson [redacted] ***, which was when Clearwater returned a call to him after he called them to ask for their Insurance number(more details in first Revdex.com response)Their insurance information was never voluntarily givenThat was the only time Clearwater has calledI do not consider that severalFurthermore, I the owner was not there the entire time as Clearwater Pools statesClearwater called to state they were coming at 8:30amThey actually came at 8:00am and were let in by my grandsonPlease see attached employer letter that confirms that I was workingI arrived at my home at 9:30, an hour and half after Clearwater arrivedPlease read my previous Revdex.com response which addresses when and how Clearwater was made aware that I could not be there at 8:30am and how they agreed to have my grandson let them inLastly, again I attached the estimate from the work they were there to doIn Clearwater's last Revdex.com response they state they were there to clean the pool and remove the heaterIt seems Clearwater can not read their own estimateIn the estimate it states they were assessing(doesn't even mention cleaning) and lists several other items line by line and please read Special CommentsThe estimate called for hours to complete work, I was charged hours only after the pool cracked and Clearwater packed up and leftAs for me never saying anything about them draining the pool, it was the first thing I addressed when I got home and the pool was already being drainedI also called my daughter after I addressed them about draining the pool and she called the water company and came overAgain, all this was addressed in my first Revdex.com response
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me, by they are fixing the issue at hand and replacing everything that needs done Regards, [redacted]
I spoke with ***'s wife *** Thursday Dec7, at 4:pm about this matterAfter speaking with Jay S*** ( our Castleton store manager) Friday Dec8th at 9:am, a resolution was determinedI spoke with *** again on Friday Dec8th, at 2:pm, and all parties agree and are
satisfied with the resolution. We believe we have resolved all issues with the customer and they are satisfied. Michael W***Area ManagerEdward's Transmissions and Engines317-329-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In it's two responses, Edwards' has not addressed my concerns They are too busy being defensive instead of putting themselves in the customer's shoes I will reiterate them once again:I was charged $for an ADDITIONAL DIAGNOSTIC on the brake light issue and the engine issue As I stated, Spencer made it seem as though the brake light issue would be covered under the ADDITIONAL DIAGNOSTIC charge because it was likely a wire issue I could be wrong, but have them replay the call (if those calls are taped or monitored) Secondly, they were supposed to further DIAGNOSE the engine codes How can you charge for a further diagnosis when all you provided was the codes and the description of the codes which were already known at the time of the general inspection? Also, as far as the smoke test is concerned, how can you VISUALLY inspect smoke and then charge extra for it and provide NO ADDITIONAL INFORMATION on the smoke, what it is, cause of it, etc.? They have not provided any proof that a smoke test was performed nor was I informed that the smoke test would be performed visually What does a visual test do for me? The bottom line is this: if you are a business who charges your customers for a service, it is your BURDEN TO PROVE what you did It should not be my burden...I am not the professional They have not proven that they provided the service they charged me for.Furthermore, I am offended as a consumer, that they would rather spend the time to respond to my complaints than to return my money How many hours have they spent responding which is time they could have spent doing their business, all for $110? It would be much easier to make the customer happy than to spend time responding to a complaint. As this point we are at an impasse If our issue can't be resolved this way, it appears court is the next step.Thanks for your efforts
Regards,
*** ***
We don't believe Mr***'s vehicle had a radio in it when we worked on it
I have reviewed Ms***'s Revdex.com complaint, and find it to be without merit for the following reasons: I personally spoke to Ms*** the morning that her daughter dropped off the vehicleWhen I inquired as to why she requested a "transmission diagnostic", she indicated that there were no
complaints with the transmission (???)Most people do not frequent auto repair facilities unless there is a problem. I personally performed the FREE inspection of the vehicle, and found it to be a rebuilt salvage total with a myriad of problems (see inspection form).The FREE lift inspection indicated imminent drive axle failure and ONE tire extremely worn, the FREE diagnostic scan for the illuminated Service Engine Soon lamp indicated several trouble codes stored in multiple logic modules (including airbag), and the FREE visual inspection indicated NO brake lamps, among other safety issues and neglect due to lack of maintenance. Spencer contacted Ms*** to advise the need for the drive axle replacement, and to request authorization for one hour of diagnostic labor ($110.00) to diagnose the brake lamps being inoperative and to perform a smoke test of the fuel evaporative emission system ($for each diagnostic service to be performed on two separate systems)I personally witnessed this telephone conversationSpencer made no promises that anything WOULD be repaired within the parameters of diagnosis and the charges associated with performing said diagnosticsMs*** authorized the diagnostic services to be performed and agreed to the $fee. Ms*** refused to accept that, although we view all of our customers concerns with the utmost urgency, there were several other customer's vehicles here and in progress when her daughter dropped their car off, and that she would have to wait in her turn in line, as hers would not be pushed ahead of anyone else's repairs. The diagnostic work was performed, despite Ms*** "belief that we didn't earn it", and payment for authorized diagnostic services rendered is not contingent upon whether or not the customer likes or accepts the results of said diagnostic proceduresMs*** was not "led to believe" anything.The inspection report also indicates that the vehicle's cooling system (belts, hoses, coolant, etc.) were factory originalAll vehicle manufacturers recommend these components be replaced, as a matter of maintenance, every years and/or 100,milesThis vehicle is nearlyyears old with 135,miles and well overdue for this serviceWe recommended to Ms*** replacement of these components, and she declinedOur inspection does not provide clairvoyance; we can only make recommendations based upon the manufacturers maintenance schedule.Michael W*** Manager Edward's Transmissions
IN RESPONSE TO MR *** RESPONSEI AM TRULY SORRY HIS VEHICLES TRANS IS GOING OUT BUT IT WILL CONTINUE TO DO WHAT IT WANTS TO DO UNTIL IT GOES OUT AND WOULD HAVE DONE THE SAME IN HIS DRIVEWAY OR IF HE PARKED IT AT THE MALL HOWEVER WE ARE WILLING TO WORK WITH HIM AND HAVE BEEN TRYING TO GET AHOLD OF HIM AS I HAVE LEFT SEVERAL MESSAGES BUT HE WONT ANSWER OR CALL BACKTHANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERSMARK W*** GENERAL MANAGERVEHICLE MILEAGE WAS 186,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
NOW THIS IS JUST CRAZY HOW MUCH THIS BUSINESS JUST KEEP LYINGWHOEVER READING THIS WHEN IT IS POSTED PLEASE DO NOT DO ANY BUSINESS HERE, ESPECIALLY WOMENAS ANYONE CAN SEE BY READING THIS THE FLAWS IN EVERYTHING THEY ARE STATINGEVERYTHING THEY ARE REPLYING ABOUT IS IRRELEVANT TO THE ISSUE ABOUT WHAT IS GOING ON WITH THE TRANSMISSION! LIES BEING STATED BY BOTH SPENCER AND MIKE.1. NOW AGAIN AS I PREVIOUSLY STATED AND WHATS PRINTED ON PAPERWORK THEY DIDTHE CAR DID MOVE BACKWARD, JUST NOT FORWARD2. EVERY WARNING LIGHT ON THE DASHBOARD DID NOT LIGHT UPNOW STATED ON PAPERWORK THEY GAVE ME IT IS CLEARLY PRINTED “ABS, CEL, AND TRACTION CONTROL LIGHT ON”NOW THAT IS NOT EVERY LIGHT SO ANOTHER LIE.3. NOW AGAIN STATED ON PAPERWORK IN NOTES SECTION FROM BUSINESS IS “EVAP AND FR WHEEL SPEED CODE W/S SENSOR IS PLUGGEDFRONT STRUTS NEED SERVICING”NOW MIKE JUST STATED THIS ON REPLY “the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnostics.” NOW IF THAT WAS THE CASE WHY IS THIS INFORMATION NOT PRINTED ON THE DOCUMENTS GIVEN TO ME? WHERE IS THIS NOTED AT BECAUSE IT IS NOT IN THE NOTES SECTIONS HANDED TO ME.4. I NEVER RECEIVED A PRINTED ESTIMATE OR WHAT FURTHER REPAIRS WERE NEEDED FROM THE BUSINESSWHEN SPENCER TOLD ME ABOUT THE OTHER PROBLEMS NOTED ON THE PAPERWORK I HAD TO ASK HIM FOR PRICINGSPENCER WAS NOT PREPARED TO GIVE ME ANY PRINTED ESTIMATESPENCER ONLY WROTE DOWN ON A PIECE A PAPER THAT I HAVE ATTACHED “$720” FOR STRUTSNOW AGAIN MIKE JUST STATED ON HIS REPLY EXACTLY “Ms*** was provided with an estimate for these repairs, and declined any further services at the time of delivery“ANOTHER LIE!5. NOW ITS JUST GETTING FUNNY HOW MUCH THESE PEOPLE ARE LYINGI DIDN’T CALL THEM SEVERAL TIMES A DAYOUT OF THE SEVERAL TIMES THEY HAD MY CAR I ONLY CALLED WHEN IT WAS SEVERAL DAYS AFTER I DROPPED MY CAR OFF CAUSE DIDN'T HEAR BACK FROM THEMWHICH THEY TOLD ME WHEN I BROUGHT IT BACK EACH TIME THEY WILL GIVE ME A CALL ON WHAT WAS GOING ON AND THEY NEVER DID THATAND THE COUPLE TIMES I DID CALL SPENCER ALWAYS SAID, “I’M NOT SURE I HAVE TO CHECK ON THAT”I HAVE PHONE RECORDS!6. NOW ANOTHER BIG LIEMIKE JUST STATED “She did, however, park the the vehicle onthe sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS.I made contact with Ms***, convinced her to bring the keys to the vehiclewith the threat of having the vehicle impounded if she did not bring the keys immediately.” NOW WHEN I TAKE THIS TO COURT AND ASK FOR THEIR CAMERA FOOTAGE OF SUCH INCIDENT THEY WILL LOSE AUTOMATICALLY FROM THIS LIECAUSE HOW DID THEY GET INTO THE BUSINESS THAT DAY IF THE CAR WAS PREVENTING ACCESS? I HAVE PHONE RECORDS OF ALL PHONE CALLS BETWEEN THE BUSINESS AND MYSELF, ALSO VIDEOSNOW THIS IS WHY THEY NEED TO JUST BE HONEST AND SHOULD HAD GAVE ME RECEIPTS FOR EACH VISIT EVEN IF I WASN’T CHARGED LIKE MOST BUSINESSESNOW THIS SO CALLED INCIDENT DID NOT TAKE PLACE ON 2/AS MIKE JUST STATED “When Spencer arrived Feb 14, at 7:AM”I HAVE PROOF I DROPPED THE CAR OFF THE NIGHT OF 2/I CONTACTED THE SHOP FIRST THING IN THE MORNING ON 2/AT 8:AM TO LET THEM KNOW WHAT WAS GOING ON WITH MY CAR AND I WILL BE BRINGING THE KEYSNOW IF THE CAR WAS PREVENTING ACCESS TO THE BUSINESS HOW DID THEY ANSWER MY PHONE CALL THAT MORNING INSIDE THE SHOP? I HAVE SPRINT PHONE LOGS THAT I CONTACTED THEM FIRST ON 2/AT 8:AM SO ANOTHER LIE AGAIN NO ONE EVER CALLED ME!7. NOW ANOTHER LIE FROM BOTH MIKE AND SPENCER BECAUSE I NEVER BROUGHT MY CAR TO THEM ON ESPENCER STATED PREVIOUSLY I BROUGHT THE CAR TO THEM SEVERAL TIMES ON “E”SO THAT MEANS THEY HAD TO PUT GAS IN THE CAR SEVERAL TIMES WHICH I WAS NOT AWARE OF IT THEY DID SO THEY SHOULD ALSO HAVE RECEIPTS OF THISNOW MIKE JUST STATED, “The transmission performed flawlessly at that time” IS ANOTHER LIE AGAIN CAUSE THE TRANSMISSION STILL HAD THE SAME ISSUES I BROUGHT IT TO THEM FOR.8. NOW AGAIN ANOTHER LIE “Ms *** continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORMI explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission” AS STATED BEFORE I HAVE RECORD OF ALL CONTACT MADE BETWEEN THE BUSINESS AND ITHERE WAS NO CALLS MADE SEVERAL TIMES A DAY!!! THEN WHY WOULD I CALL THEM ABOUT OTHER ISSUES WITH MY CAR WHEN I DID NOT EVEN WANT THEM TO TOUCH ANYTHING ELSE ON MY CAR AFTER THEY KEPT LYING ABOUT THE CONDITION OF THE TRANSMISSIONI ALSO HAVE RECEIPTS ATTACHED THAT SHOWS I HAD MY CAR REPAIRED FOR STRUTS, ABS LIGHT, AND OTHER STUFF AT CARX ON 3/SO WHY WOULD I CALL ABOUT ANYTHING ELSE OTHER THAN THE TRANSMISSION AND EVERYTHING ELSE WAS FIXED!?9. NOW THE LAST FLAW IN THIS STATEMENT “This vehicle is years old with 143,miles, and has been severely neglected and abusedThis vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.” NOW AS I PREVIOUSLY STATED I WILL BE ATTACHING A RECEIPT FROM ALL THE REPAIRS I GOT DONE AT CARX ON 3/WHICH WAS OVER $IN REPAIRS INCLUDING AN OIL CHANGE THAT EDWARDS CHARGED ME FOR AND DID NOT COMPLETE WHICH THEY STILL HAVEN’T ADDRESSED THAT, THEY KEEP IGNORING THAT IN THEIR REPLIESMY CAR IS NOT NEGLECTED OR ABUSED AND ITS DOESN'T’ REQUIRE EXTENSIVE REPAIRS AND MAINTENANCEBUT THE KILLER PART OF THIS IS THE LAST SENTENCE IS “the transmission operates properly and requires no further attention” WHICH I HAVE VARIOUS DOCUMENTS AND QUOTES ON WHATS WRONG WIT THE TRANSMISSION AS OF NOW THAT THEY WERE SUPPOSED TO FIX.THANKS FOR PROVIDING ALL THIS INFORMATION, NOW I HAVE ENOUGH INFORMATION FROM THESE STATEMENTS FROM THE BUSINESS TO FILE A NICE LAWSUITNOW FROM READING THEIR REPLIES, I BET THEY CAN’T PRODUCE NOT ONE TRANSACTION FOR ALL THE PARTS BOUGHT FOR MY CAR NOR DOCUMENTATION EACH TIME I BROUGHT MY CAR THERE.NOW LASTLY WHEN RUNNING A BUSINESS LIKE THIS YOU MUST ALWAYS BE HONESTDO NOT STATE LIES TO A PAYING CUSTOMER OR ON A PUBLIC WEBSITE LIKE THISWHEN THE SHOP RECEIVES A CAR THAT THEY ARE NOT SURE HOW TO FIX DO NOT LIE AND ATTEMPT TO DO SONOW I HEARD MANY COMPLAINTS FROM OTHER PEOPLE HAVING SIMILAR PROBLEMS WITH EDWARDS SINCE I BEEN DEALING WITH THEMEVEN WHEN I WAS THERE IN THE SHOP ONE TIME IT WAS A MAN IN THERE THAT SAID HE BEEN DEALING WITH THEM FOR A YEAR FOR THE SAME PROBLEMTHIS IS DEFINITELY AN ISSUE I WILL TAKE TO THE LOCAL MEDIA OUTLETS TO WARN OTHERS ABOUT BECAUSE THIS BUSINESS BEEN AROUND TOO LONG AND NOTHING HAS YET TO BE DONETHE Revdex.com SHOULD DEFINITELY REMOVE EDWARDS FROM SUCH A+ RATING BECAUSE THAT POORLY REPRESENT THE Revdex.comTHERE IS NOT ONE GOOD COMPLAINT ON THE Revdex.com WEBSITE FOR THEM SO HOW ARE THEY RATED SO HIGHLY? THAT IS REPORTING TO CONSUMERS!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here are my responses: Their statement is not correct I brought my daughter's car in to get the transmission checked because, as I explained to them, the dealer gave me a day warranty on the transmission so I wanted someone independent to look at They asked me if they found something wrong what should they do? I said that the dealer will fix it I never received an inspection form notating the MYRIAD of problems identified via the FREE inspection The only things communicated to me where the brake light, axles, and the engine codes If they had a form, which I question is not true, why was that not given to me Also, ask them to list the MYRIAD of issues they diagnosed As stated, I was led to believe that the brake light issue would be fixed under the $diagnostic fee and as you see, they cannot provide any support of proof that the smoke test identified any issue other than what was already diagnosed by the codes that came up as part of the FREE diagnostic Please ask them to provide what NEW information was gathered by the smoke test As I stated, I got no report or no information on the status of that test If someone pays for a service, they should receive what they paid for.I am not complaining about the axles because I received that service Furthermore, since they identified a MYRIAD of problems, why did my daughter's car overheat days later? I called them about that and yet again they took no responsibility If they want to take the position that they only diagnose items that are brought to them by the attention of the customer, why were the axles and brake light issue diagnosed? Furthermore, they were going to charge me additional labor to fix the brake light Why, when you already charged me to diagnose the issue? I questioned this and they said this is "standard" policy I also was not told that the diagnostic was $for the brake light and $for the engine I think they are not forthcoming about their prices and policies.I have tried repeatedly, even calling corporate, to resolve this issue Corporate has not returned my call Is that good business practice? I think not
Regards,
*** ***
In response to Teresa at Clear Water Pools answer to my orginal complaint with the Revdex.com. The person she refers to is my grandson, *** ***He was there when Chuck came to give me the estimate and again to let the service crew (One of them being Chuck) in my house the day the repairs were taking place. It is Teresa from Clear Water Pools who has never been to my homeHer name is on the estimate so I assume she typed it.She states in the Revdex.com response that her Service Crew notifed me that the pool would be drained in stages and what could happen to the pool. First, let me say that if the pool was to be drained why wouldn’t Chuck tell me at the time he was here to give the estimate.Second, why didn’t Teresa include a noticification, warning, or waiver with the typed estimate. If they knew they were draining the pool and could potentially cause damage why wouldn’t they protect themselves and put it in writing with their estimate that she typed.Lastly, Teresa’s husband told their Insurance Agent (*** from ***) that I was notified before they came to work on the pool that the pool was being drained and what could possibly happen. How would that be possible if in her response to Revdex.com she writes I was notified by her service crew the day of the repairs and I was at work for the first hour and half they were thereI can provide documentation if needed from my employer that I was at workPlease remember that she states that the man who called her (my grandson ***) they do not knowHowever, he was the only person who could have let the service crew in my home that daySo which is it? Did Chuck notify me at the time of the estimate with *** there? Was I notified somehow in writing? Was it the Revdex.com response from Teresa that states the service crew noticed me the day of repairs? Or was it Teresa’s husband who told their agent I was notified before they came to do any work? Sorry, but since Clear Water pools is lying it seems they are having a hard time keeping their facts straight. When I arrived at 9:the pool was already in the process of being drained. When I noticed they were draining the pool, I ran over quickly into the pool area and spoke to the man in charge which I believe is the owner. I let him know that I didn’t know that the pool was being drained and that I had not made any arrangements with a Pool Filling Water Company to be on Site. He asked me who my water company was for my home and told me to call them. I proceeded to call my daughter (*** ***) so she could call my water company. My daughter called me back and said it was approved and said she would be stopping by, since I was starting to feel a little uneasyI thought it was odd that Clear Water left out the large detail that my pool was being drained. The service crew continued working, however sometime later the three men who were there starting talking while staring at the pool for about minutesFinally, one of the service crew tells my daughter, my grandson and I that they are leaving and “It’s not their fault about the pool and repeats it several times and that they cannot fix it” and recommended another company to fix it. From the invoice you can see they quickly wrote up an invoice for Service hours, which my I paidThey were rushing to get out of my house and didn’t give me a complete invoice with what had been done. For example, removing and taking the heaterThey very clearly wanted to leave quickly and were very nervousTeresa states in her response to Revdex.com that I was told about the cracks and then Clear Water continued to work. That is not true!I had my grandson *** *** call Clear Water Pools two weeks later because he had spoken to other pool companies who advised him to get Clear Water Pools’ insurance informationWhen he called they definitely knew who he was because he introduced himself as *** ***, who was calling about my pool. Let me restate *** was there for the estimate and the repair day. It was Teresa who had the attitude and hung up on him. She refused to give him the insurance information. However, later that same day she called and provided *** with the insurance information. Why would my grandson have been rude and decide to call her againThe phone call should have just been a simple exchange of information all he wanted was a name and number. It was Teresa who was annoyed he was asking. Later my niece (*** ***) offered to call the Insurance Agent Shelby for me. However, neither *** nor I could find Shelby’s number. So my niece put me on I conference call to Clear Water Pools where my niece spoke to a women (I believe it was Teresa). My niece introduced herself and stated she was calling for me and that we needed the Insurance number againHer response was to tell my niece that she could look up ***’s number (very sarcastic). My niece responded that it would be much easier to have a direct contact since we did not have a claim numberThe women’s tone changed and then she provided my niece and I with their agent’s name and number. Lastly, she stated that her husband had already spoken to Shelby who is their agent and told her everything he needed to.On another day, my niece also called two pool companies to confirm that in their opinion Clear Water Pools was in the wrongIt was again suggested to go through Clear Water’s insurance or File a claim in court.I attached the estimate and the invoice for the repair day, since I mention both these items in my response.Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***