Customers vehicle was dropped off on August The repairs (on transmission leak only) were conducted and completed in accordance with guidelines established in factory repair guides published to AllData Repair and ProDemand/Mitchell Vehicle was inspected for two additional days at which
it was determined the transmission leak repair was successful and requested paymentVehicle remained at our shop until it was picked up on July by a friend (*** *** due to owner being out of state*** returned to All Transmissions on August with a leak*** was told the transmission would be inspected and if repairs were needed on the transmission it would be at no charge
Complaint: ***I am rejecting this response because:
I am aware that this is becoming rather tedious, but this is the most efficient way to handle this seeing as I work hours a day days a week and have little time to speak on the phone considering the hour time differenceWhen I had contacted you to seal the leak in the transmission initially in March, I sent this picture showing where the fluid was collectingAccording to the charges billed to me and your own account of the repairs performed, your shop hadn't even looked in the area that the fluid was collectingThe second picture shows the silicone caulk that I had applied to attempt to seal the leak so I could at least ship my vehicle and address the leak after I received it in Arkansas, to no availThat silicone caulk wasn't even removed, nor was that area of the transmission even inspected according to the charges billed and your explanation of the services performed on the vehicle, which by your explanation was the transfer case and the extension housingBoth of these parts are attached to the transmission, and not the actual transmission itself
Now common sense, to me at least, would dictate that a leaking transmission should be inspected thoroughly to diagnose where the leak is coming from prior to attempting any repairsWith the shoddy silicone patch that I had applied, plus the photograph I had sent should have at least narrow down the area that it may be leaking fromThrough deductive reasoning, it seems that none of this had been done with my vehicle, and your employees decided to just go ahead and repair the seals at either end of the transmission itself and call it a day
With a small amount of google research on the truck model and transmission in the vehicle, I was able to conclude that a possible source of the leak could be the rubber plugs towards the rear of the shift plate, which could be replaced by freeze plugs (auto zone part number 555-077.1, $per plug, there are three plugs) and it couldn't take more than an hour and a half to replace
I am still trying to wrap my head around why the transmission itself was not inspected when I had requested that the transmission was leaking, I had even said that the leak was coming from the rear of the transmission near the tailhousingIt doesn't seem to me that your shop took any time to track down the source of the leak, decided to do whatever they wanted and charge me for bogus work
As it stands, I have approximately weeks to have my vehicle shipped before I have to pay exorbitant amounts of money out of pocket to ship my truckI would like this issue resolved and my vehicle shipped in a timely mannerI understand you have been in contact with *** and that a resolution is seemingly being worked out between the two of youMy offer to resolve this manner is a refund of the $for the unnecessary removal of the transfer case (unnecessary seeing as the transfer case was operable, and to my knowledge no fluid was leaking from it) and that the shift rails be inspected for leaking plugs, and in the event that this is the source of the leak, these plugs be replaced
I would like to apologize for any assumptions or misunderstandings that may have occurred when I contacted your shop to perform these repairsAs a professional customer service representative, in the event that a customer makes a request that I do not have the knowledge to answer, I would take the time to research the product or information that is needed to suit the customers needs prior to giving to themI would expect the same from any other customer service professional
Sincerely,*** ***
Customer requested that a leak coming the transmission tail housing (extension housing) be repaired.
ProDemand/Mitchell 1 labor guidelines indicate removal transfer case is necessary to make repairs to the extension housing. Transmission extension housing is sealed by silicone on the transmission side and a seal on the transfer case side. The housing was removed, washed, inspected for deformities such as cracks, both surfaces were cleaned and then reinstalled.
I was not notified that the transmission extension housing was leaking after the most recent encounter in early August preventing the opportunity to inspect and evaluate any further complaints. Thus according to our records the transmission leak was successfully repaired as requested.
Complaint: [redacted]I am rejecting this response because: There is no possible way that it could have remained in the shop for two additional days to be inspected when it was in the shop for 3 days (19-22). Being dropped off on a Friday afternoon, worked on for a few hours on Saturday, and no one there to look at it Sunday with the business being closed, then picked up Monday morning leaves little room for inspection. The $440 charge for repair alone is questionable. $35-40 for a gasket, $10 for gasket sealer, $30-40 for transmission fluid, $150 for labor at most? Math says $240. 2 months prior to dropping the vehicle off I was quoted at "no more than $200." On top of all that, how can the vehicle been "dropped off on 19 August 2016" when today is only 5 August 2016?Sincerely,[redacted]
Customers vehicle was dropped off on August The repairs (on transmission leak only) were conducted and completed in accordance with guidelines established in factory repair guides published to AllData Repair and ProDemand/Mitchell Vehicle was inspected for two additional days at which
it was determined the transmission leak repair was successful and requested paymentVehicle remained at our shop until it was picked up on July by a friend (*** *** due to owner being out of state*** returned to All Transmissions on August with a leak*** was told the transmission would be inspected and if repairs were needed on the transmission it would be at no charge
Complaint: ***I am rejecting this response because:
I am aware that this is becoming rather tedious, but this is the most efficient way to handle this seeing as I work hours a day days a week and have little time to speak on the phone considering the hour time differenceWhen I had contacted you to seal the leak in the transmission initially in March, I sent this picture showing where the fluid was collectingAccording to the charges billed to me and your own account of the repairs performed, your shop hadn't even looked in the area that the fluid was collectingThe second picture shows the silicone caulk that I had applied to attempt to seal the leak so I could at least ship my vehicle and address the leak after I received it in Arkansas, to no availThat silicone caulk wasn't even removed, nor was that area of the transmission even inspected according to the charges billed and your explanation of the services performed on the vehicle, which by your explanation was the transfer case and the extension housingBoth of these parts are attached to the transmission, and not the actual transmission itself
Now common sense, to me at least, would dictate that a leaking transmission should be inspected thoroughly to diagnose where the leak is coming from prior to attempting any repairsWith the shoddy silicone patch that I had applied, plus the photograph I had sent should have at least narrow down the area that it may be leaking fromThrough deductive reasoning, it seems that none of this had been done with my vehicle, and your employees decided to just go ahead and repair the seals at either end of the transmission itself and call it a day
With a small amount of google research on the truck model and transmission in the vehicle, I was able to conclude that a possible source of the leak could be the rubber plugs towards the rear of the shift plate, which could be replaced by freeze plugs (auto zone part number 555-077.1, $per plug, there are three plugs) and it couldn't take more than an hour and a half to replace
I am still trying to wrap my head around why the transmission itself was not inspected when I had requested that the transmission was leaking, I had even said that the leak was coming from the rear of the transmission near the tailhousingIt doesn't seem to me that your shop took any time to track down the source of the leak, decided to do whatever they wanted and charge me for bogus work
As it stands, I have approximately weeks to have my vehicle shipped before I have to pay exorbitant amounts of money out of pocket to ship my truckI would like this issue resolved and my vehicle shipped in a timely mannerI understand you have been in contact with *** and that a resolution is seemingly being worked out between the two of youMy offer to resolve this manner is a refund of the $for the unnecessary removal of the transfer case (unnecessary seeing as the transfer case was operable, and to my knowledge no fluid was leaking from it) and that the shift rails be inspected for leaking plugs, and in the event that this is the source of the leak, these plugs be replaced
I would like to apologize for any assumptions or misunderstandings that may have occurred when I contacted your shop to perform these repairsAs a professional customer service representative, in the event that a customer makes a request that I do not have the knowledge to answer, I would take the time to research the product or information that is needed to suit the customers needs prior to giving to themI would expect the same from any other customer service professional
Sincerely,*** ***
Customer requested that a leak coming the transmission tail housing (extension housing) be repaired.
ProDemand/Mitchell 1 labor guidelines indicate removal transfer case is necessary to make repairs to the extension housing. Transmission extension housing is sealed by silicone on the transmission side and a seal on the transfer case side. The housing was removed, washed, inspected for deformities such as cracks, both surfaces were cleaned and then reinstalled.
I was not notified that the transmission extension housing was leaking after the most recent encounter in early August preventing the opportunity to inspect and evaluate any further complaints. Thus according to our records the transmission leak was successfully repaired as requested.
Complaint: [redacted]I am rejecting this response because: There is no possible way that it could have remained in the shop for two additional days to be inspected when it was in the shop for 3 days (19-22). Being dropped off on a Friday afternoon, worked on for a few hours on Saturday, and no one there to look at it Sunday with the business being closed, then picked up Monday morning leaves little room for inspection. The $440 charge for repair alone is questionable. $35-40 for a gasket, $10 for gasket sealer, $30-40 for transmission fluid, $150 for labor at most? Math says $240. 2 months prior to dropping the vehicle off I was quoted at "no more than $200." On top of all that, how can the vehicle been "dropped off on 19 August 2016" when today is only 5 August 2016?Sincerely,[redacted]