Alpine Automotive

Good day to whom this may concern, On Sunday August 27,approximately 506pm I had hit a curb resulting in one tire damaged and rims damagedAuto Insurance comapany was called and a tow was set up to pick up my car and drive me homeAlpine Towing of Lake Zurich ILrespondedGentleman by the name of Haniszewsk proceeded to place my vehicle on his truckHe was instructed from my auto insurance to take my vehicle to its destination and take me homeI explained that all costs would be covered through my insurance companyHowever he did not want to take me home, and was going to take my vehicle to his lotTow truck driver called the police accused myself of being intoxicated and told police I was trying to jump on his vehiclePolice officers arrived and that statement was completely falseNo charges were madeAnd police officers of South Barrington waited with me until another towing company picked up my vehicle and myself to our intended destinationEmployee was extremely disrespectful, and unprofessionalThankful the police were presentMr [redacted] dishonest statements and malicious intentions could have resulted in unfair consequences for myselfThe mistakes of one person should not define this company as a whole as I do know this is a reputable companyHowever this employee does need corrective actions as his intentions were absolutely malicious and unwarrantedauto company assured me they would file a report on behalf and no longer use their servicesBest regards, Rosa [redacted]

Mr***, I am sorry for your frustration in this matter I would like to take a moment and clarify a few things First, never once in our conversations did I ever mention that the fluid levels were low, but did show concern that the fluid was excessively discolored and smelled burnt That is an issue that has been brought up by [redacted] with these types of transmissions and them being improperly serviced Second, my first diagnosis of the vehicle on June 1st presented multiple transmission error codes which coincided with the conclusion that there was internal damage done, which is a common result of using the wrong fluid Per our conversations over the phone that week, when I presented this information to you and what I had conferred with the dealer about the known issues with these transmissions, I ordered the new unit June 3rd when you authorized the repair to replace the transmission I am not in the practice of replacing parts for customers without their authorization first, so I do not appreciate being accused of not informing you of what repairs were neededIf what you are saying is true about the problem persisting immediately upon the car being picked up, it concerns me that the vehicle was driven almost 3,miles and waited weeks before you contacted me to bring it back in July Not to mention you have waited months to contact me regarding this issue Again, as stated in the previous letter, after repairs with the new transmission were completed, the test drive presented no issues It is for these reasons that I am confident that you experienced two separate issues, of which I cannot be held accountable for the second As for me and my blaming of [redacted] , these are accusations I have a very professional and long standing working relationship with this dealer and would have no reasons to blame them When I presented the job of replacing the transmission to you, I specifically remember stating that it would come with a month/12,mile warranty from [redacted] so that repairs could be made at any dealership nationwide since [redacted] was only here for the summer and would be returning home in fall The reason for my recommendation in July to return to that specific dealer was because they are the closest dealer and they supplied the new transmission that was installed in the vehicle in June, so there would be no question as to repair costs that might occur due to a faulty part Also, due to the fact that my diagnostic system would not read the code in the system, and after consulting the dealer regarding the problem, they insisted on seeing the vehicle as well in order to rectify the problemIt is for these reasons that I cannot justify a refund for the work performed The original diagnosis presented internal transmission damage which is only reparable by replacing the unit, which I did per your authorization As for your threat to seek legal assistance and publish negative reviews about my business I do not appreciate nor take lightly This is a family owned business for generations and did not gain its success by taking advantage of its customers This is slander of name and defamation of character and if you pursue that avenue I will be forced to take legal action on behalf of my family and businessNathan M [redacted]

Complaint: ***
I am rejecting this response because: The issues were exactly the same as soon as *** picked up the vehicle. Also, I do remember him telling me that the fluids were low. However, many times, a car can have low fluids, but that doesn't necessarily mean that it totally ruins the vehicle! He never contacted me about what the transmission looked like. He changed the transmission, and sent it back to *** (either the dealership, or *** corporation...I'm not sure) without me ever being told that it was bad. I want proof that the transmission was bad.If it was a bad transmission, how would the problems continue immediately when *** picked the car up.Finally, yes, I spoke with Nathan at Alpine SEVERAL times regarding this issue. He specifically blamed *** *** for not informing him that the transmission was under warranty. He told me that I had to take the issue up with them for sending him a new transmission. I learned from *** *** that he simply called the parts department and ordered a new transmission. I have spent the past couple months working with *** *** on how to move forward with this issue.Again, if it was simply a bad transmission, the problem would have been fixed. It wasn't fixed. What fixed the problem was when *** *** replaced the stop switch. This issue DOES send a transmission code back. But, if you look into that problem further, you will realize that it's not because the transmission is bad. It was simply a $piece.I plan to seek further legal assistance in this matter and will make sure I make my experience know on any and all review sites possible if I'm not refunded the cost of the transmission that my vehicle did NOT need. I should never have taken my car to Alpine. Unfortunately, my year old step-daughter was the one with the vehicle, and she did the only thing she knew. She, and ultimately I, was taken total advantage of. This should have been a small inexpensive fix. But, Alpine changed a transmission that didn't need to be replaced
Regards,
***

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***,Thank you for sending me the letter.I was contacted in May of with the initial request
of servicing the transmission fluid due to the slipping issue it was experiencing At the time, my busy schedule did not allow me to get the vehicle in on the customers timeline and it was taken to another shop in town I was told by the customers daughter that they serviced the transmission but the problem persisted and almost seemed worse Upon my first diagnosis of the vehicle in early June, I inspected the fluid level and condition and found that it was extremely burnt and discolored, and was concerned since it had just been serviced weeks before There is a specific fluid that is required to be used in this specific transmission that can only be obtained from the dealer There is no aftermarket substitute There were also several shift codes in computer and when test driving the vehicle was extremely labored in power I contacted the dealer and informed them of the condition of the fluid, color and smell and that it had recently been serviced, and the codes read They confirmed that the internal condition of the transmission had been compromised and needed replaced I brought this information to the owner and advised that if the fluid used when the transmission was serviced was incorrect that might have been what pushed the transmission to the failure point He agreed and authorized the repairs Upon replacement of the new unit, the test drive showed no symptoms and everything was in good working order The customers daughter then picked up the car and drove it from Colorado to Iowa with no reported issues to me On July 18th, I did have the vehicle back in to address the now check engine light that was on It was presenting an "undocumented code" on my diagnostic system, which can only be properly diagnosed by the dealer Symptoms were similar to before I inspected the fluid level and color to the request of the dealership and it was found to be OK I contacted the dealer about the code and there was no support they could provide over the phone so recommended they see the vehicle in their facility I advised the customer to take the vehicle back to the dealer that the transmission was purchased so in the event that the code was transmission part related they could take care of any part warranty From this point I was never contacted regarding any repairs or service done to the vehicle, nor have I had any follow up contact from the owner regarding any more issues with the vehicle.I am confused and concerned that it is now months since repairs and I am just now hearing about this issue I strongly feel that these were two separate issues that presented themselves and both showed similar symptoms If you have any further questions, please don't hesitate to contact me NathanNathan M***Alpine AutomotiveDaily Operations Manger*** *** *** ***
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Mr. [redacted], I am sorry for your frustration in this matter.  I would like to take a moment and clarify a few things.  First, never once in our conversations did I ever mention that the fluid levels were low, but did show concern that the fluid was excessively discolored and smelled burnt.  That is an issue that has been brought up by [redacted] with these types of transmissions and them being improperly serviced.  Second, my first diagnosis of the vehicle on June 1st presented multiple transmission error codes which coincided with the conclusion that there was internal damage done, which is a common result of using the wrong fluid.  Per our conversations over the phone that week, when I presented this information to you and what I had conferred with the dealer about the known issues with these transmissions, I ordered the new unit June 3rd when you authorized the repair to replace the transmission.  I am not in the practice of replacing parts for customers without their authorization first, so I do not appreciate being accused of not informing you of what repairs were needed. If what you are saying is true about the problem persisting immediately upon the car being picked up, it concerns me that the vehicle was driven almost 3,000 miles and waited 6 weeks before you contacted me to bring it back in July.  Not to mention you have waited 8 months to contact me regarding this issue.  Again, as stated in the previous letter, after repairs with the new transmission were completed, the test drive presented no issues.  It is for these reasons that I am confident that you experienced two separate issues, of which I cannot be held accountable for the second.  As for me and my blaming of [redacted], these are false accusations.  I have a very professional and long standing working relationship with this dealer and would have no reasons to blame them.  When I presented the job of replacing the transmission to you, I specifically remember stating that it would come with a 12 month/12,000 mile warranty from [redacted] so that repairs could be made at any dealership nationwide since [redacted] was only here for the summer and would be returning home in fall.  The reason for my recommendation in July to return to that specific dealer was because they are the closest dealer and they supplied the new transmission that was installed in the vehicle in June, so there would be no question as to repair costs that might occur due to a faulty part.  Also, due to the fact that my diagnostic system would not read the code in the system, and after consulting the dealer regarding the problem, they insisted on seeing the vehicle as well in order to rectify the problem. It is for these reasons that I cannot justify a refund for the work performed.  The original diagnosis presented internal transmission damage which is only reparable by replacing the unit, which I did per your authorization.  As for your threat to seek legal assistance and publish negative reviews about my business I do not appreciate nor take lightly.  This is a family owned business for 3 generations and did not gain its success by taking advantage of its customers.  This is slander of name and defamation of character and if you pursue that avenue I will be forced to take legal action on behalf of my family and business. Nathan M[redacted]

Complaint: [redacted]
I am rejecting this response because: Nathan - The car was driven home to IA.  It was driven downhill most of the way.  [redacted] will testify that the car was having the same issues as soon as it left your possession.  Also, we did not wait 6 weeks before bringing it back to you.  You did NOT change the transmission on June 3.  The work wasn't done till June 17.  That's 2 weeks of it sitting at your place.  Then, you had the car for another week trying to figure it out the second time.  So, it may have been 2-3 weeks between being with you.  In that time, the car was driven to Iowa for a week, where she encountered the same problems as prior.  However, it was drivable, so that's why we wanted to get it back to you.You never told me that the transmission was destroyed.  Yes, I authorized the work, however, that work was based on you telling me, which you just admitted, that the color of transmission fluid simply looked bad, and that must mean that the transmission was destroyed.  After you took the car apart, you never let me know of the condition.  I have had many car repairs.  When I have had work done, I have always been contacted, especially regarding engine repairs, either during or after the work and told what the issue was.  You simply guessed the color of the transmission fluid meant that it was destroyed.  You changed my transmission.  The problem still existed, so it eventually ended up in the dealer's hands, where it only took them a short while, and test to determine that the problem was the Stop Switch (which throws a transmission error code).  Why weren't you able to see that code and know what it meant?  The dealer told me that the issue with the stop switch causes the exact same issues that you (we) encountered and thought it was a bad transmission.  Another question...could I gotten the old transmission?  Could I have seen that it was destroyed?  No...you got rid of it right after you took it out.  After seeing the fluid, what should have happened, was you taking the transmission out, making sure that it was destroyed, letting me know THAT actually WAS the problem, and then change it.  Don't guess on the issue, just based on the color of fluid, change the entire thing, and then just let me know you're done after you got rid of the part, so I couldn't see it.Now, in regards to waiting this long...you and I had SEVERAL conversations over the phone.  YOU were the one that told me that [redacted] should have told YOU about a warranty on the transmission.  YOU even told me that many times, you change parts (specifically a truck that you recently just got done with), and then you and the client learn that it was under warranty.  You told me that most of the time the client ends up getting their money back.  If you know this is an issue, don't you think it's partly your due diligence to check on these things first?  The normal person doesn't know stuff like this, but you do.  So YOU told me to go after them to get my warranty honored, since they should have know about it.  I was working with them for a long time on this issue.  After learning from them that you NEVER called the service department before changing my transmission, and only simply called their parts department to order a new transmission, that is when I had no choice but to go back to you.  So, the fact that I "Waited 8 months", isn't the case.  I've been trying to get this figured out since I found out from [redacted] that the error causing the symptoms wasn't the transmission itself, but rather the stop switch.And, if/when I submit reviews on your business, me simply stating exactly what happened is not slander.  I wouldn't lie, or embellish.  I wouldn't call you names, or accuse you of anything that hadn't truly happened.  People need to know that they should take their vehicle somewhere that can diagnose an issue, and get it resolved quickly and efficiently and honestly.  I don't believe you are that place.Lastly, I do believe you when you say you have no intention on the refund, and I also believe this will never be resolved in this manner.  I'll have to decide if it's worth the time and effort to come back out there to take you to court.  Is there a chance I could lose the case?  Sure.  Is there a chance I could win?  Sure.  Never know how a judge will see things.  What I have learned is that I will never take my car to anywhere else but a dealer anymore.  I wish more people would do the same.  Maybe there wouldn't be a need for little independent shops anymore.
Regards,
[redacted]