Auntie Judy's Dog & Cat Boarding Kennel

It is always unfortunate when vehicles fail. While it is uncommon, it is not unheard of for parts to be defective. When this happens we do our best to remedy the situation in the most timely manner possible. All vehicles that are rebuilt in our shop include a warranty. The
warranty covers the rebuilt transmission but does not include towing. The first failure that the customer describes is accurate. We received and installed defective torque converter. We have no way of knowing that the part is defective unless it fails. The failure was so instant that we did in fact tow the motor home back to our shop at our expense. In an effort to prevent any further problems we replaced not only the torque converter, but also the front pump. The second problem occurred due to uncontrolled circumstances. The vehicle was built in 1997. For this transmission parts were ordered accordingly. This particular transmission (4l80E) has part production that spans from and older, then slight variances from and newer. We ordered for a and newer. The second failure it was due to pump failure. Upon further inspection we discovered that the transmission that is in the motor home is not original to the vehicle and had at some point been replaced with a or older unit, therefore the pump stater is slightly different and caused premature failure. The second failure described by the customer occurred very early on a Saturday morning. Our shop is open Monday-Friday 8am -5pm. While we are often available to assist customers on the weekend it is solely a courtesy. This particular weekend we were unavailable and out of cell range on our scheduled days off. Regardless of our scheduling towing is not included as part of our warranty and like all other repair facilities we are not hour assistance. Monday morning we retrieved very hostile voice mails from the customer. I completely understand the frustration of breaking down so I dismissed the tone. I arrived at work to the customer waiting very upset and hostile. In an effort to ease his frustration I sent a tow truck to his house to bring the vehicle to our shop, again at my cost which is not covered under the warranty. We repaired the vehicle under warranty (again the failure was due to the vehicle not having the correct year/production of transmission that the vehicle was originally built with). We did tow the vehicle twice at our expense, neither of which were at all close to the extremely overpriced tow bill that the customer describes It should also be noted that while the vehicle was at our shop being repaired the customer made several hostile and offensive phone calls in a very threatening voiceUpon picking up the vehicle he became very aggressive and threatening to my staff (a year old woman who stands approximately ft tall). He became so aggressive that a customer in the shop felt the need to "stand between" and attempt to stop his behavior. Regardless of the circumstances no employee or person for that fact should ever feel physically threatened in a customer service situationHis vehicle has been repaired under warranty and his warranty is still valid should any further repairs be necessary. We have beyond fulfilled our obligation. We are not responsible for the incurred cost of towing or cab fair, nor are we a hour roadside assistance provider. I am not an unreasonable owner, I do my best to accommodate my customers, however I will not allow or tolerate abuse of my employees in any form. Thank you for your consideration in this matter