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
Regards,
*** ***I appreciate your help in this matterthe facts have been mis represented by Marktho.. I PAID for an external transmission coolerit is on my bill THEY FAILED to install it in September...that is why the transmission failed againthat is why the radiator needed replaced along with new hoses and new thermostat they became contaminated by driving the vehicle miles with transmission fluid running thru all the radiator cooled parts of my Nissan! They even offered to put in a new engine...which it didn't need thank godand backed out of their offer... *** *** was NOT informed that it was being taken to ** *** ***and it was taken there because there was no communication to the TRANSMISSION control module that Edwards transmission installed! it was send back and the NEXT day..NOT two days laterit would not startI had to pay a dollar diagnostic bill for finding it out it was not communicating to the TCM that Edwards installed and bought at ** ***I and my son and another person were in the car when *** ( yes my girlfriend and my sales rep at *** ***) talked to Jillian at ** ***NEVER DID SHE ASK HER TO LIE OR put in writing anything about it being the fault at Edwards transmissionthe service adviser at ** ***..Jilliansaid thru the blue tooth on our rental carwe all hard her say it"It was probably damaged during the install of the valve body of the transmission" she said those exact words although she did say they saw no damage to it at all but somehow those things do happenthat is what she said and I wrote it downnow later we called back and *** did ask her if she would be willing to tell Edwards what she thought and she said YES I willthat was the only time we asked for any commitment from her!so this bill of .$Edwards took it to themNO one told me or *** it was even going therebut yes We paid that billso lets just close that subjectwe paid a bill of for something we had no choice over*** was told by Rich V*** that it would sit at ** *** until we paid itso we didI needed my SUV back!!!OK I accept that we got taken on that aspect and I will pay for itI have PAID and will send a copy of the PAID receipts to you the .to flush my radiator and thats when they found the coolant in the radiator!dollar bill for diagnosing the non communication the the tcm after it came back from Edwardsand a tow bill of dollars for towing it up there the is I feel they owe me that ..PLUS I had to rent a car for the time they had it int he shop ..it was a total of daysto FIX A PROBLEM THEY CAUSED by not installing an external cooler on my NIssan that I paid for and it is in writing !!! the bill I received is for 2730$ because *** *** sold me the car and recommended me to have Edwards fix it they are willing to accept less in all fairness and to say I will be fairly treated by Edwards transmission dollars doesn't seem fair at allI am out and whatever I can negotiate this rental bill toTHEY had my car for days!!! how would I get to work??? and it was allll due to THEIR failure to put on a part I paid for!!so if they would pay me the plus for the rental car that seems much more realistictotal of thanks in advance for your time and trouble*** ***
Revdex.com:i no longer own the vehicle so my business with Edwards is completed
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 *** ***, REF *** *** *** IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/ ON OR ABOUT 07/13/2016, MR *** 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*** GENERAL MANAGER
I have attached the visual vehicle inspection report and the sales receipt, I must apologize that it was omitted from our original response it was supposed to be attached to that email The vehicle was inspected and the results were given to Ms*** verbally by Spencer when he called to get authorization for the diagnostic time The diagnosis is printed on the sales receipt Ms*** received when she paid for her repairs One of the many items that needed attention was the coolant hoses and Ms*** did not authorize us to proceed with any of the other suggested repairs, The coolant hose failure was the cause of the overheating most likely.The smoke test of the fuel evap system doesn't have a computer print out or form, the technician preforms a visual inspection.We do our best to provide the best possible service to our customers We disagree that we haven't fully tried to satisfy Ms***. Carla T***Vice PresidentEdward's Transmissions and Engines
In response to *** 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 have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To begin with my driver dropped the...
vehicle off and never stated what he thought it was. Secondly I have recorded conversations with him stating he wanted us to drive the vehicle additional miles. He is lying about everything concerning the vehicle and how they handled the situation. To this day my vehicle still isn't running correct and I am out of my money that I paid Edwards Transmission. I paid for the service before it completed because he lied about being the owner and I trusted it would get taking care of. Each day my truck is down I continue to lose more money and the poor customer service displayed from them is not resolving the issue. either that get a second opinion and fix it correctly or refund me my money so I can get it fixed correctly. They have demostrated the worse customer service with my drivers and me from the beginning once the couldn't fix the issue.
Regards,
[redacted]
Attached response from Mike W[redacted], General Manager Edward's Transmissions Michigan Rd Store.Carla T[redacted]Vice PresidentEdwards's Transmission Exchange, Inc.2 A Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
First and foremost we did not work for this person and do not know who he is. We 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 pool. The pool had not been open for some time and was very dirty. When 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 replaced. We 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 line. The 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.
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]
Ms. [redacted]'s 2005 Chevrolet Equinox arrived at the Michigan Rd location1/11/17 with a failed transmission-vehicle would not move. The transmission repairs were authorized and performed. While 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 diagnostics. Ms. [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 performed. Spencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $3000 for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, 2017 at 7:15 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 space. She did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS. I made contact with Ms. [redacted], 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 hood. We diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to her. We 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 street. The transmission performed flawlessly at that time. I advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussed. Once 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 PERFORM. I 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 12 years old with 143,000 miles, and has been severely neglected and abused. This vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W[redacted], General Manager
When Ms. [redacted] brought her vehicle to us it had a transmission error code :Transmission Temperature Sensor. This code detects an overheating in the transmission. The test drive of the vehicle indicated the transmission was not shifting properly, It had a very hard or bang shift between 2nd and 3rd...
gears and was barely working. We advised Ms. [redacted] of these findings and explained that there was evidence of internal transmission failure and that we would need to remove, disassemble and Inspect the transmission to determine the extent of the damage and provide an estimate to replace the needed parts. We always advise our customers of this procedure "RDI' remove, disassemble and Inspection because we are the experts and realize often the customer doesn't order stand the severity of this authorization. The majority of these conversations are over the phone due to the fact these repairs take more than a day. We ask the customers for something personal for authorization to move forward to bring attention to the authorization, for example their date of birth or last 4 of their ssn. If the customer is apprehensive or not fully understanding they will inquire as to the reason we would need that Information from them, we will reiterate that they authorizing us to remove the transmission from their vehicle. In Ms. [redacted]'s case she provided her date of birth as authorization. Ms. [redacted]'s transmission is excessively damaged, the clutches are baked from overheating the pins have backed out of the planetary. There is NO WAY possible to put the component parts of her transmission back together. I have enclosed a diagram of the type of transmission belonging to Ms. [redacted] to help understand the impossibility tore· assemble her transmission. In the diagram on row C,D and E all those parts have been effected. We haven't charged Ms. [redacted] anything for our labor, she Is free to have her vehicle towed at her expense if she chooses. We disagree with Ms. [redacted] that she wasn't able to make an informed decision we also disagree with her suggested desired settlement of a replacement transmission for free. Carla T[redacted], Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-6154215 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 experienced. We 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 times. We have to be able to drive the vehicle to duplicate the Issue. We 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 repair. The 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 return. There is a warranty on all the work we performed. Please have Ms. [redacted] return the vehicle to Edward's Transmission so we may address her concerns. Spencer J[redacted] Manager, Michigan Rd Store 317-329·1811 Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222317-635-4215 edwardstransmlsslons.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NOW SPENCER IS BEING OUTRIGHT DISHONEST AND NOT ADDRESSING THE MAIN ISSUES. THE GAS AND THE FALSE ADVERTISEMENT OF GIVING RIDES TO WORK IS THE LEAST OF MY CONCERNS. I NEVER EVER BROUGHT MY CAR TO THEM WITH THE GAS LIGHT ON THAT IS A BOLD LIE. BIT NOW WHEN A SHOP RECEIVES A CAR THE FIRST THING USUALLY DONE IS AN INSPECTION OF THE ENTIRE VEHICLE TO BE SURE OF THE PROBLEM. SPENCER IS BASICALLY SAYING THAT AN INSPECTION NOR A DIAGNOSTIC WAS COMPLETED BEFORE WORKING ON THE TRANSMISSION . NOW SPENCER JUST STATED ON HERE THAT THE VEHICLE DID NOT MOVE AT ALL WHEN HE RECEIVED IT.BUT ON THE RECEIPT I HAVE ITS STATES THAT THE VEHICLE WAS REVERSING BUT THERE WAS NO FORWARD ENGAGEMENT UNDER ROAD TEST. SO THAT MEANS THE CAR TURNED ON AND IT WAS ACCELERATING BACKWARD, JUST NOT FORWARD. SPENCER ALSO STATED THAT THE TRANSMISSION HAD TO BE REPAIRED BEFORE A ROAD TEST WAS COMPLETED. SPENCER KEEPS CONTRADICTING HIS SELF CAUSE IF THAT WAS THE CASE THEN THE TRANSMISSION WOULD BE THE ONLY ITEM IN THE INITIAL DIAGNOSIS AND REPAIR. THE CV JOINTS AND OIL CHANGE IS ALSO LISTED ON THE RECEIPT. THE CV JOINT IS NOT WITHIN THE TRANSMISSION. THE WHEELS MUST BE TAKING OFF TO PULL OUT THE DRIVESHAFT TO GET TO THE CV JOINTS. WHICH ALSO MEANS HE HAD TO SEEN THE CONDITION OF THE STRUTS AND OTHER PROBLEMS WITH THE CAR BEFORE GIVING ME AN ESTIMATE. SPENCER ALSO DID NOT ADDRESS WHY I WAS CHARGED FOR AN OIL CHANGE THAT WAS NOT COMPLETED. HE ALSO DID NOT RESPOND TO WHAT I WAS TOLD BY THE GENERAL MANAGER MIKE. WHEN SPENCER CALLED ME HE SPECIFICALLY TOLD ME EVERYTHING HE WAS FIXING WAS ALL THAT WAS WRONG WITH THE CAR AND THERE WERE NO OTHER ISSUES. BUT WHEN PICKING UP MY CAR, SPENCER TELLS ME AFTER I PAID THAT THERE ARE OTHER ISSUES WITH THE CAR. HE WROTE DOWN A QUOTE FOR THE STRUTS WHICH I HAVE ATTACHED. EDWARDS ATTEMPTED TO DO WORK ON MY CAR NOT KNOWING HOW TO FIX THE ISSUE. SPENCER KNOWS THERE IS ISSUES WITH THE TRANSMISSION I PAID TO HAVE THEM REBUILD TO FIX IT. THE PROBLEM DOES NOT NEED TO BE DUPLICATED BY HIM TO KNOW IT IS SOMETHING WRONG WITH IT. THERE ARE SEVERAL TRANSMISSION CODES READING FROM THE VEHICLE THAT INDICATES A PROBLEM WITHOUT EVEN DRIVING IT. THEY GAVE THE CAR BACK TO ME EACH TIME WITH IT READING THE SAME AND NEW TRANSMISSION CODES. IF THERE WASN’T AN ISSUE TRANSMISSION THESE ERROR CODES WOULDN’T SHOW. ONE OF THE CODES SHOWS THAT TORQUE CONVERTER IS SLIPPING TOO MUCH SO ITS NOT LOCKING UP PROPERLY MEANING THERE MAY NOT BE ENOUGH PRESSURE, CONVERTER MATERIAL NOT GOOD OR THE VALVE BODY IS FAULTY. NOW IN MY CASE IT GOES TO LIMP MODE AND THAT IS CAUSING THE CAR NOT TO ACCELERATE WHEN I HIT THE GAS. THEN WHEN I TURN OFF THE CAR IT RESETS THE COMPUTER AND RUNS NORMAL FOR AWHILE UNTIL IT LOOKS FOR THE FAULT AGAIN AND GOES BACK TO LIMP MODE. NOW THIS IS A KNOWN ISSUE WITH THESE TYPES OF TRANSMISSIONS. THE CAR ALSO DOES A HARD JERK WHEN I CHANGE GEARS. NOW IF MYSELF AND OTHER SHOPS CAN IDENTIFY THAT OUT RIGHT AWAY EDWARDS COULD HAD TOO IF THEY KNEW WHAT THEY WERE DOING. SPENCER AND MIKE KNOWINGLY GAVE ME THE CAR BACK IN THE SAME EXACT CONDITION EACH TIME. NOW THE LAST TIME I TOOK SPENCER THE CAR I SHOWED HIM SEVERAL VIDEOS OF WHAT IT WAS DOING. IF THEY DID NOT KNOW HOW TO FIX IT THEY SHOULD HAD NEVER AGREED TO DO SUCH WORK. SPENCER AND MARK HAVE BEEN COMPLETELY DISHONEST THEY KNOW LIKE I KNOW THEY DO NOT NEED TO REPLICATE THIS ISSUE TO HAD FIX IT, THERE IS NO GUESSING WITH THIS. SPENCER IS USING THIS AS AN EXCUSE FOR NOT KNOWING HOW TO FIX THE CAR. THE CODES ALWAYS BEEN THERE AND THEY DID NOT ADDRESS IT. THEY CONTINUED TO LIE AND TAKE ADVANTAGE OF ME ABOUT THE CONDITION OF THE CAR WASTING MY TIME AND MONEY. I RECENTLY JUST VISITED A REPUTABLE TRANSMISSION SHOP THAT TOLD ME THE EXACT ISSUE WITH THE TRANSMISSION. THEY EVEN STATED THAT EDWARDS SHOULD HAD BEEN ADDRESSED THE ISSUE WITH THE TYPE OF ERROR CODES BEING READ AND HOW IT DRIVES. THE WHOLE TRANSMISSION WILL NEED TO BE REBUILT OR NEWLY REPLACED TO FIX THE ISSUE. I WENT TO CARX THEY ALSO KNEW IT WAS A TRANSMISSION ISSUE. I WENT TO AUTOZONE TWICE RIGHT AFTER THEY GAVE MY CAR BACK TO AND STILL HAD THE SAME EXACT TRANSMISSION ERROR CODES BEING READ. I DO NOT TRUST THEM TO TOUCH MY VEHICLE ANY MORE AT THIS POINT. I WANT A FULL REFUND OR I’M GETTING LAWYERS INVOLVED ASAP BECAUSE THIS IS NOT THE FIRST TIME I HEARD SUCH BAD BUSINESS FROM EDWARDS. EDWARDS HAD NOT HANDED ME ANY RECEIPTS FOR EACH TIME I HAD TO BRING THE CAR BACK.I WANT RECEIPTS OF EVERYTHING THEY BOUGHT FOR MY CAR INCLUDING THE RECEIPT OF SUPPOSEDLY 10 DOLLARS BEING FUELED INTO MY CAR. ATTACHED IS PAPERWORK I RECEIVED FROM EDWARDS ON THE REPAIRS. ALSO ATTACHED IS AN ESTIMATE OF THE TRANSMISSION BEING REBUILT CORRECTLY AND PAPERS FROM AUTOZONE RUNNING DIAGNOSTICS. I CAN ONLY ATTACH 4 ITEMS BUT I ALSO HAVE A SCREENSHOT OF THERE OLD WEBSITE ADVERTISING RIDES TO WORK AND OTHER DOCUMENTS.
Regards,
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mark (the person responding to this complaint) was the person I dealt with when I took my vehicle in to have it checked. Richard (the manager) called me when he got back from vacation and began to go over the information on my truck. I told him Mark had already gone over the information with me. The day I went in to pick up my truck to take it home Mark was not there but Richard was. I told him I was taking my truck home and would be back when I had the money to have it fixed. When I brought the truck in IT WAS DRIVEABLE, I had had no problems with getting it to shift other than slight hesitation between gears. There was no indicator lights on the dash board lit up. When I went back to pick it up it would not shift into reverse without revving the engine multiple times. It did not drive home in the same operating condition as it was in when I drove it to their business. I cannot fathom how a vehicle could have such major changes in performance by just sitting in a lot. I am not asking for them to completely repair the vehicle to new condition. I just want it returned to the driveable condition it was before I brought it to them to be looked at. I am not even sure I could drive it back to their facility without an issue. The day I called to question my trucks current condition I ask to speak to Mark and was told that he hardly ever comes in and Richard got on the phone. When I questioned him about my vehicles current condition and how it differed from the condition it was in when I brought it to the facility he told me they did nothing other than look at it. I questioned how it could have gone into such a messed up state just sitting on the lot his “exact” response and I quote was “ you people really are stupid” at that point I knew it was no further use talking to him so I told him I was filing a complaint with the Revdex.com and the Attorney General’s Office.I would still consider using Edwards to fix my transmission when the time comes because when I dealt with Mark he seem honest and pleasant. Based on a conversation I heard between Rich and a customer on the phone the day I came to pick up my truck and the way I was treated on the phone by him I would not deal with him for anything.I would be happy to discuss the situation with Mark via the phone.
Regards,
[redacted]
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 poorly. Upon checking out vehicle it was just that running so poorly it didn't want to get out of its own way and it had 7 codes dealing with the diesel engine turbocharger. I 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 care. I said the trans works fine and you've driven it 26,000 miles since repair. He 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 help. Mark W[redacted] GM
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 rebuild. The 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 maintenance. Despite 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, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-635-4215 edwardstransmissions.com
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
Regards,
*** ***I appreciate your help in this matterthe facts have been mis represented by Marktho.. I PAID for an external transmission coolerit is on my bill THEY FAILED to install it in September...that is why the transmission failed againthat is why the radiator needed replaced along with new hoses and new thermostat they became contaminated by driving the vehicle miles with transmission fluid running thru all the radiator cooled parts of my Nissan! They even offered to put in a new engine...which it didn't need thank godand backed out of their offer... *** *** was NOT informed that it was being taken to ** *** ***and it was taken there because there was no communication to the TRANSMISSION control module that Edwards transmission installed! it was send back and the NEXT day..NOT two days laterit would not startI had to pay a dollar diagnostic bill for finding it out it was not communicating to the TCM that Edwards installed and bought at ** ***I and my son and another person were in the car when *** ( yes my girlfriend and my sales rep at *** ***) talked to Jillian at ** ***NEVER DID SHE ASK HER TO LIE OR put in writing anything about it being the fault at Edwards transmissionthe service adviser at ** ***..Jilliansaid thru the blue tooth on our rental carwe all hard her say it"It was probably damaged during the install of the valve body of the transmission" she said those exact words although she did say they saw no damage to it at all but somehow those things do happenthat is what she said and I wrote it downnow later we called back and *** did ask her if she would be willing to tell Edwards what she thought and she said YES I willthat was the only time we asked for any commitment from her!so this bill of .$Edwards took it to themNO one told me or *** it was even going therebut yes We paid that billso lets just close that subjectwe paid a bill of for something we had no choice over*** was told by Rich V*** that it would sit at ** *** until we paid itso we didI needed my SUV back!!!OK I accept that we got taken on that aspect and I will pay for itI have PAID and will send a copy of the PAID receipts to you the .to flush my radiator and thats when they found the coolant in the radiator!dollar bill for diagnosing the non communication the the tcm after it came back from Edwardsand a tow bill of dollars for towing it up there the is I feel they owe me that ..PLUS I had to rent a car for the time they had it int he shop ..it was a total of daysto FIX A PROBLEM THEY CAUSED by not installing an external cooler on my NIssan that I paid for and it is in writing !!! the bill I received is for 2730$ because *** *** sold me the car and recommended me to have Edwards fix it they are willing to accept less in all fairness and to say I will be fairly treated by Edwards transmission dollars doesn't seem fair at allI am out and whatever I can negotiate this rental bill toTHEY had my car for days!!! how would I get to work??? and it was allll due to THEIR failure to put on a part I paid for!!so if they would pay me the plus for the rental car that seems much more realistictotal of thanks in advance for your time and trouble*** ***
Revdex.com:i no longer own the vehicle so my business with Edwards is completed
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 *** ***, REF *** *** *** IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/ ON OR ABOUT 07/13/2016, MR *** 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*** GENERAL MANAGER
I have attached the visual vehicle inspection report and the sales receipt, I must apologize that it was omitted from our original response it was supposed to be attached to that email The vehicle was inspected and the results were given to Ms*** verbally by Spencer when he called to get authorization for the diagnostic time The diagnosis is printed on the sales receipt Ms*** received when she paid for her repairs One of the many items that needed attention was the coolant hoses and Ms*** did not authorize us to proceed with any of the other suggested repairs, The coolant hose failure was the cause of the overheating most likely.The smoke test of the fuel evap system doesn't have a computer print out or form, the technician preforms a visual inspection.We do our best to provide the best possible service to our customers We disagree that we haven't fully tried to satisfy Ms***. Carla T***Vice PresidentEdward's Transmissions and Engines
See attached document
In response to *** 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 have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To begin with my driver dropped the...
vehicle off and never stated what he thought it was. Secondly I have recorded conversations with him stating he wanted us to drive the vehicle additional miles. He is lying about everything concerning the vehicle and how they handled the situation. To this day my vehicle still isn't running correct and I am out of my money that I paid Edwards Transmission. I paid for the service before it completed because he lied about being the owner and I trusted it would get taking care of. Each day my truck is down I continue to lose more money and the poor customer service displayed from them is not resolving the issue. either that get a second opinion and fix it correctly or refund me my money so I can get it fixed correctly. They have demostrated the worse customer service with my drivers and me from the beginning once the couldn't fix the issue.
Regards,
[redacted]
Attached response from Mike W[redacted], General Manager Edward's Transmissions Michigan Rd Store.Carla T[redacted]Vice PresidentEdwards's Transmission Exchange, Inc.2 A Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
First and foremost we did not work for this person and do not know who he is. We 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 pool. The pool had not been open for some time and was very dirty. When 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 replaced. We 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 line. The 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.
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]
see attached business response
Ms. [redacted]'s 2005 Chevrolet Equinox arrived at the Michigan Rd location1/11/17 with a failed transmission-vehicle would not move. The transmission repairs were authorized and performed. While 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 diagnostics. Ms. [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 performed. Spencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $3000 for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, 2017 at 7:15 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 space. She did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS. I made contact with Ms. [redacted], 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 hood. We diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to her. We 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 street. The transmission performed flawlessly at that time. I advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussed. Once 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 PERFORM. I 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 12 years old with 143,000 miles, and has been severely neglected and abused. This vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W[redacted], General Manager
When Ms. [redacted] brought her vehicle to us it had a transmission error code :Transmission Temperature Sensor. This code detects an overheating in the transmission. The test drive of the vehicle indicated the transmission was not shifting properly, It had a very hard or bang shift between 2nd and 3rd...
gears and was barely working. We advised Ms. [redacted] of these findings and explained that there was evidence of internal transmission failure and that we would need to remove, disassemble and Inspect the transmission to determine the extent of the damage and provide an estimate to replace the needed parts. We always advise our customers of this procedure "RDI' remove, disassemble and Inspection because we are the experts and realize often the customer doesn't order stand the severity of this authorization. The majority of these conversations are over the phone due to the fact these repairs take more than a day. We ask the customers for something personal for authorization to move forward to bring attention to the authorization, for example their date of birth or last 4 of their ssn. If the customer is apprehensive or not fully understanding they will inquire as to the reason we would need that Information from them, we will reiterate that they authorizing us to remove the transmission from their vehicle. In Ms. [redacted]'s case she provided her date of birth as authorization. Ms. [redacted]'s transmission is excessively damaged, the clutches are baked from overheating the pins have backed out of the planetary. There is NO WAY possible to put the component parts of her transmission back together. I have enclosed a diagram of the type of transmission belonging to Ms. [redacted] to help understand the impossibility tore· assemble her transmission. In the diagram on row C,D and E all those parts have been effected. We haven't charged Ms. [redacted] anything for our labor, she Is free to have her vehicle towed at her expense if she chooses. We disagree with Ms. [redacted] that she wasn't able to make an informed decision we also disagree with her suggested desired settlement of a replacement transmission for free. Carla T[redacted], Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-6154215 edwardstransmissions.com
Please see attached Business Response
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 experienced. We 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 times. We have to be able to drive the vehicle to duplicate the Issue. We 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 repair. The 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 return. There is a warranty on all the work we performed. Please have Ms. [redacted] return the vehicle to Edward's Transmission so we may address her concerns. Spencer J[redacted] Manager, Michigan Rd Store 317-329·1811 Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222317-635-4215 edwardstransmlsslons.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NOW SPENCER IS BEING OUTRIGHT DISHONEST AND NOT ADDRESSING THE MAIN ISSUES. THE GAS AND THE FALSE ADVERTISEMENT OF GIVING RIDES TO WORK IS THE LEAST OF MY CONCERNS. I NEVER EVER BROUGHT MY CAR TO THEM WITH THE GAS LIGHT ON THAT IS A BOLD LIE. BIT NOW WHEN A SHOP RECEIVES A CAR THE FIRST THING USUALLY DONE IS AN INSPECTION OF THE ENTIRE VEHICLE TO BE SURE OF THE PROBLEM. SPENCER IS BASICALLY SAYING THAT AN INSPECTION NOR A DIAGNOSTIC WAS COMPLETED BEFORE WORKING ON THE TRANSMISSION . NOW SPENCER JUST STATED ON HERE THAT THE VEHICLE DID NOT MOVE AT ALL WHEN HE RECEIVED IT.BUT ON THE RECEIPT I HAVE ITS STATES THAT THE VEHICLE WAS REVERSING BUT THERE WAS NO FORWARD ENGAGEMENT UNDER ROAD TEST. SO THAT MEANS THE CAR TURNED ON AND IT WAS ACCELERATING BACKWARD, JUST NOT FORWARD. SPENCER ALSO STATED THAT THE TRANSMISSION HAD TO BE REPAIRED BEFORE A ROAD TEST WAS COMPLETED. SPENCER KEEPS CONTRADICTING HIS SELF CAUSE IF THAT WAS THE CASE THEN THE TRANSMISSION WOULD BE THE ONLY ITEM IN THE INITIAL DIAGNOSIS AND REPAIR. THE CV JOINTS AND OIL CHANGE IS ALSO LISTED ON THE RECEIPT. THE CV JOINT IS NOT WITHIN THE TRANSMISSION. THE WHEELS MUST BE TAKING OFF TO PULL OUT THE DRIVESHAFT TO GET TO THE CV JOINTS. WHICH ALSO MEANS HE HAD TO SEEN THE CONDITION OF THE STRUTS AND OTHER PROBLEMS WITH THE CAR BEFORE GIVING ME AN ESTIMATE. SPENCER ALSO DID NOT ADDRESS WHY I WAS CHARGED FOR AN OIL CHANGE THAT WAS NOT COMPLETED. HE ALSO DID NOT RESPOND TO WHAT I WAS TOLD BY THE GENERAL MANAGER MIKE. WHEN SPENCER CALLED ME HE SPECIFICALLY TOLD ME EVERYTHING HE WAS FIXING WAS ALL THAT WAS WRONG WITH THE CAR AND THERE WERE NO OTHER ISSUES. BUT WHEN PICKING UP MY CAR, SPENCER TELLS ME AFTER I PAID THAT THERE ARE OTHER ISSUES WITH THE CAR. HE WROTE DOWN A QUOTE FOR THE STRUTS WHICH I HAVE ATTACHED. EDWARDS ATTEMPTED TO DO WORK ON MY CAR NOT KNOWING HOW TO FIX THE ISSUE. SPENCER KNOWS THERE IS ISSUES WITH THE TRANSMISSION I PAID TO HAVE THEM REBUILD TO FIX IT. THE PROBLEM DOES NOT NEED TO BE DUPLICATED BY HIM TO KNOW IT IS SOMETHING WRONG WITH IT. THERE ARE SEVERAL TRANSMISSION CODES READING FROM THE VEHICLE THAT INDICATES A PROBLEM WITHOUT EVEN DRIVING IT. THEY GAVE THE CAR BACK TO ME EACH TIME WITH IT READING THE SAME AND NEW TRANSMISSION CODES. IF THERE WASN’T AN ISSUE TRANSMISSION THESE ERROR CODES WOULDN’T SHOW. ONE OF THE CODES SHOWS THAT TORQUE CONVERTER IS SLIPPING TOO MUCH SO ITS NOT LOCKING UP PROPERLY MEANING THERE MAY NOT BE ENOUGH PRESSURE, CONVERTER MATERIAL NOT GOOD OR THE VALVE BODY IS FAULTY. NOW IN MY CASE IT GOES TO LIMP MODE AND THAT IS CAUSING THE CAR NOT TO ACCELERATE WHEN I HIT THE GAS. THEN WHEN I TURN OFF THE CAR IT RESETS THE COMPUTER AND RUNS NORMAL FOR AWHILE UNTIL IT LOOKS FOR THE FAULT AGAIN AND GOES BACK TO LIMP MODE. NOW THIS IS A KNOWN ISSUE WITH THESE TYPES OF TRANSMISSIONS. THE CAR ALSO DOES A HARD JERK WHEN I CHANGE GEARS. NOW IF MYSELF AND OTHER SHOPS CAN IDENTIFY THAT OUT RIGHT AWAY EDWARDS COULD HAD TOO IF THEY KNEW WHAT THEY WERE DOING. SPENCER AND MIKE KNOWINGLY GAVE ME THE CAR BACK IN THE SAME EXACT CONDITION EACH TIME. NOW THE LAST TIME I TOOK SPENCER THE CAR I SHOWED HIM SEVERAL VIDEOS OF WHAT IT WAS DOING. IF THEY DID NOT KNOW HOW TO FIX IT THEY SHOULD HAD NEVER AGREED TO DO SUCH WORK. SPENCER AND MARK HAVE BEEN COMPLETELY DISHONEST THEY KNOW LIKE I KNOW THEY DO NOT NEED TO REPLICATE THIS ISSUE TO HAD FIX IT, THERE IS NO GUESSING WITH THIS. SPENCER IS USING THIS AS AN EXCUSE FOR NOT KNOWING HOW TO FIX THE CAR. THE CODES ALWAYS BEEN THERE AND THEY DID NOT ADDRESS IT. THEY CONTINUED TO LIE AND TAKE ADVANTAGE OF ME ABOUT THE CONDITION OF THE CAR WASTING MY TIME AND MONEY. I RECENTLY JUST VISITED A REPUTABLE TRANSMISSION SHOP THAT TOLD ME THE EXACT ISSUE WITH THE TRANSMISSION. THEY EVEN STATED THAT EDWARDS SHOULD HAD BEEN ADDRESSED THE ISSUE WITH THE TYPE OF ERROR CODES BEING READ AND HOW IT DRIVES. THE WHOLE TRANSMISSION WILL NEED TO BE REBUILT OR NEWLY REPLACED TO FIX THE ISSUE. I WENT TO CARX THEY ALSO KNEW IT WAS A TRANSMISSION ISSUE. I WENT TO AUTOZONE TWICE RIGHT AFTER THEY GAVE MY CAR BACK TO AND STILL HAD THE SAME EXACT TRANSMISSION ERROR CODES BEING READ. I DO NOT TRUST THEM TO TOUCH MY VEHICLE ANY MORE AT THIS POINT. I WANT A FULL REFUND OR I’M GETTING LAWYERS INVOLVED ASAP BECAUSE THIS IS NOT THE FIRST TIME I HEARD SUCH BAD BUSINESS FROM EDWARDS. EDWARDS HAD NOT HANDED ME ANY RECEIPTS FOR EACH TIME I HAD TO BRING THE CAR BACK.I WANT RECEIPTS OF EVERYTHING THEY BOUGHT FOR MY CAR INCLUDING THE RECEIPT OF SUPPOSEDLY 10 DOLLARS BEING FUELED INTO MY CAR. ATTACHED IS PAPERWORK I RECEIVED FROM EDWARDS ON THE REPAIRS. ALSO ATTACHED IS AN ESTIMATE OF THE TRANSMISSION BEING REBUILT CORRECTLY AND PAPERS FROM AUTOZONE RUNNING DIAGNOSTICS. I CAN ONLY ATTACH 4 ITEMS BUT I ALSO HAVE A SCREENSHOT OF THERE OLD WEBSITE ADVERTISING RIDES TO WORK AND OTHER DOCUMENTS.
Regards,
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mark (the person responding to this complaint) was the person I dealt with when I took my vehicle in to have it checked. Richard (the manager) called me when he got back from vacation and began to go over the information on my truck. I told him Mark had already gone over the information with me. The day I went in to pick up my truck to take it home Mark was not there but Richard was. I told him I was taking my truck home and would be back when I had the money to have it fixed. When I brought the truck in IT WAS DRIVEABLE, I had had no problems with getting it to shift other than slight hesitation between gears. There was no indicator lights on the dash board lit up. When I went back to pick it up it would not shift into reverse without revving the engine multiple times. It did not drive home in the same operating condition as it was in when I drove it to their business. I cannot fathom how a vehicle could have such major changes in performance by just sitting in a lot. I am not asking for them to completely repair the vehicle to new condition. I just want it returned to the driveable condition it was before I brought it to them to be looked at. I am not even sure I could drive it back to their facility without an issue. The day I called to question my trucks current condition I ask to speak to Mark and was told that he hardly ever comes in and Richard got on the phone. When I questioned him about my vehicles current condition and how it differed from the condition it was in when I brought it to the facility he told me they did nothing other than look at it. I questioned how it could have gone into such a messed up state just sitting on the lot his “exact” response and I quote was “ you people really are stupid” at that point I knew it was no further use talking to him so I told him I was filing a complaint with the Revdex.com and the Attorney General’s Office.I would still consider using Edwards to fix my transmission when the time comes because when I dealt with Mark he seem honest and pleasant. Based on a conversation I heard between Rich and a customer on the phone the day I came to pick up my truck and the way I was treated on the phone by him I would not deal with him for anything.I would be happy to discuss the situation with Mark via the phone.
Regards,
[redacted]
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 poorly. Upon checking out vehicle it was just that running so poorly it didn't want to get out of its own way and it had 7 codes dealing with the diesel engine turbocharger. I 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 care. I said the trans works fine and you've driven it 26,000 miles since repair. He 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 help. Mark W[redacted] GM
See attached
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 rebuild. The 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 maintenance. Despite 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, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-635-4215 edwardstransmissions.com