Auto Experts LLC

Complaint: [redacted] I am rejecting this response because: The company Clearly states we have a 1Year 12,Miles warranty And well we took it in and they said yes it was covered as long as I was wothin the guidelines well I drove around MILES AND OLNY HAD THE CAR FOR MONTHS SO CLEARLY IM WITHIN THE LEGAL GUIDELINES SO I WOULD ASK TO COME PICK UP MY CAR AS SOON AS POSSIBLE IN WORKING CONDITION FIXED WITH THE WORK THAT NEEDED TO BE DONE I WILL NOT PAY FOR ANY PARTS OR LABOR DUE TO THE WARRANTY IN EFFECTTHANK YOU MRS [redacted] Sincerely, [redacted] ***

In response to Complaint ID# [redacted] from [redacted] and [redacted], I would like to clear up some inaccuracies stated as well as additional details regarding the situation.   First, they did not pay $3,500.00 for the rebuild of their Explorer's transmission.  Their total repair bill...

was $2,723.00 which included towing and 3 quarts of oil added to the engine to bring it to the correct level.  Additionally they were given $137.00 in discounts.  Next, the transmission warranty was 12 month's/12,000 miles NOT the 30,000 miles they have claimed.  Our warranty is no different then any other automotive shop or other business in that we do not cover neglect, misuse or abusive conditions of the vehicle's transmission.  If there was a problem with the parts installed or the craftsmanship of the rebuild, we would be happy to stand by our work.  When [redacted] first called he spoke with Cory, my service writer and a Technician with extensive knowledge and repair expertise in transmissions.  [redacted] told Cory, not only once but twice, that he was having problems with their Explorer's transmission after getting stuck in the snow.  (We have received extensive snow fall and severe winter weather conditions the past few weeks here in Central Oregon, as well as Statewide.)  None the less, Cory told him to bring the vehicle in and we would be happy to check it out.  When the Explorer arrived I personally inspected the vehicle and found the transmission making a lot of noise and barely moving only a few feet in forward and reverse.  Upon further inspection we found an excessive amount of metal in the transmission pan.  We then proceeded to removed and disassembled the transmission to determine what had caused an early failure like this.  The inspection showed the cause of failure was due to a broken sprag, planetary gear set and a burnt band.  These broken components are a direct result from shifting the transmission from forward to reverse without letting the tires come to a complete stop first.  I explained this to [redacted] and told him this was not a failure caused by normal driving and that I have never seen a sprag fail like this under normal driving conditions.  In fact my shop and I are confident any other transmission shops only see these types of failures in the conditions I described above, typically when people are trying to get their cars unstuck.  I told [redacted] it is an unfortunate situation, but when he got stuck in the snow he should have called a tow truck or found another way to get it out because rocking a vehicle back and forth is very hard on transmissions.  I explained to him the transmission in an Explorer is a very small one and will not hold up to the abuse larger transmissions in other vehicles could( hence the nick name Ford Exploders).  However, any transmission will break if put in an abusive enough condition.  I invited him to come to the shop and I would show him the broken parts and let him see the size comparison of his parts to those of a larger (more heavy duty) transmission such as a Ford truck would have, in an effort to help him understand why his Explorer's transmission "broke" the way it did.  [redacted] agreed to come down, but never did.  (Obviously instead the [redacted]s decided to try and handle things by going through the Revdex.com and not further discussing the situation with me.)  Finally, I offered to work with him on the repair costs but was clear I was not going to fix it for free since the failure was not caused by anything my shop did or defective parts, rather a direct result of misuse of the transmission.  (A failure not covered under the Warranty.)  My offer was to discount 1/2 of the labor and charge for only the parts required to repair the transmission, not completely rebuild it again.  The [redacted]'s expecting me to pay for him breaking his transmission from getting stuck in the snow is unreasonable and unfair.  It would be similar to getting your car painted and then expecting the paint shop to repaint it at no charge after you chose to use a shovel instead of a soft broom to remove the snow off of it.  It would not be the paint shops fault for the scratches caused by the shovel, rather the individual who chose to use the wrong equipment to do the job.  [redacted] (and Melissa) [redacted] need to assume some responsibility for this repair.  I believe my offer was fair and reasonable.  If you have any questions regarding this, please feel free to contact me directly at 541-526-1733.  Thank you.  Joe S[redacted], Owner of Auto Experts LLC
 
 
Auto Experts, LLCP.O. Box 991906 NW 6th StreetRedmond, OR 97756(541)526-1733

Complaint: [redacted]I am rejecting this response because: 
The company Clearly states  we have a 1Year 12,000 Miles warranty . And well we took it in and they said yes it was covered as long as I was wothin the guidelines well I drove around 5120. MILES AND OLNY HAD THE CAR FOR 9 MONTHS ...   SO CLEARLY IM WITHIN THE LEGAL GUIDELINES.   SO I WOULD ASK TO COME PICK UP MY CAR AS SOON AS POSSIBLE IN WORKING CONDITION . FIXED WITH THE WORK THAT NEEDED TO BE DONE ..   I WILL NOT PAY FOR ANY PARTS OR LABOR DUE TO THE WARRANTY IN EFFECT. THANK YOU . 
MRS [redacted] [redacted]
 
Sincerely,[redacted]