Auto Transmission Systems

(The consumer indicated he/she ACCEPTED the response from the business.) This has been a very frustrating experience with ***Even more frustrating is the fact that a customer can only deal with one individual ( [redacted] - the receptionist? customer service agent?) at their shop in KonaIt's obvious that he wrote this reply and makes me really wonder where management is? Why haven't they talked to me or responded to this? Why was I not put into contact with them over this customer service issue even when I asked to be? Any and all communication they have received on this matter was from [redacted] and [redacted] alone behind closed doors where I was not involvedNever once did they talk to meThis is the first time I have ever had to make a written complaint about a company which just shows how frustrating this has been One of the issues I really found unusual at this shop was their inability to document thingsIt's a matter I brought up with [redacted] on my last visitI brought in a paper I typed up showing all my visits, codes pulled, the diagnosis they gave, the repairs done, and any other info I was givenI asked for [redacted] to put this info in the computer which he did notIt was apparent that all communications about our vehicle was not being disseminated amongst the individuals working on itIt wasn't always the same person checking engine codes and I think had that information all been in the computer, technicians may have made different decisionsThere was also no documentation as to which parts were being ordered and status on those, nor any correspondence with me, hence my two visits in late July and early AugustShould I have to wait weeks to get a simple call? Even after I stopped in, I was told I would get a call tomorrow...Two weeks again with no callI also wanted every visit documented so that in the odd chance [redacted] were gone for any reason, someone at ***-Kona would know what was going on and the status on it He also mentions engine roughness vs engine surgingFrom day when I got the codes pulled for the engine, I explained the engine was not acting rightCall it roughness or surging, its been doing the same thing since day The only difference was, by July it was becoming more frequent and more pronounced I am not at all surprised about the response given here to the Revdex.comLike I said, it is coming from one personTo be clear, on July 11th I asked for a refund on ALL the work completed to solve my engine roughness/surgingAgain, none of that was documented and I was told by [redacted] that this was a decision that was above his headHe did offer me a free replacement on the EGR Valve/Tube, also offered free shop credit, oil changes etc instead of a refundWhen I returned in August, I settled with the most recent repair being refunded after a min back and forth session with [redacted] on what to do from hereI had my year old with me and did not have the time to continue arguing any more with him about a planI was not comfortable allowing them to do more work on my vehicle at this point because it was becoming a guessing game with them I will accept this response for the mere reason that getting all my money back and warranty reinstated on parts they installed would probably take the decision of a manager or higher up, whom have not shown any interest in this matter or customer service in generalInstead they will let the same person attempt to handle it and sweep it under the rugI am fine with this decision because it shows how this ***-Kona handles business and problems will continue to occur at this branch I am sureMore complaints will come in timeMeanwhile, we have an appointment with [redacted] to get the repair done which is what we should have done initially since [redacted] calls them anyways to get guidance on their repairs They got me into their shop with their Free Check Engine Light diagnosis sign they have out frontIt was downhill from thereBravo ***-Kona!

this is in response to mr [redacted] complaint to the Revdex.comthere's a few witness in his accusations herelet me give you the following as to what happened in his same format mid feb 2014: he came in with check engine light on with two codesone regarding a EGR valve and the other regarding a lean running conditionin order to easier determine what the problem is, we reset the light and told him to bring it right back once the light is back on so we can determine what the most recent trouble code would be end of feb 2014: he came back in with the check engine light back oni retrieved the codes and found that the upstream oxygen sensor code malfunctioni opted to perform further diagnostics for free for the customer and checked the voltage values of the osensor and I did find that the voltage values for said sensor were intermittently dropping down to volts and staying there at idle and under steady throttlei advised to replace osensor because this could possibly be the cause of a rough driveability as this will affect the fuel trim and that this is the first thing to look intowe should replace this part and see what happens next july 8th 2014: he comes back in with engine still running rough and this time it's surgingthe technician did further evaluations pulling trouble codes and found oil at the tip of the spark plugs and recommended replacement oil at the tip of the spark plugs is a sign of the spark plug tube seals in the valve cover leaking oil into the spark plugs causing them to foul and the engine to run roughduring this time, we had not retrieved any trouble codes that would lead us to believe the EGR system was showing any signs of failurewe recommended to replace the valve cover gasket and the spark plugshe picked up july 11th and then brought it back stating it was doing the same thingi checked it out againthis time around, there was a code that came up regarding the EGR valvewe had thought there was a tube on the EGR that was leaking vacuum and I told him to wait while I tried to look for the part but it was to no availit wasn't until I was able to talk to a [redacted] technician was I corrected on that part and was told that part was not available by itself and is part of a much bigger and more expensive assembly, but that is not the case of itEGR valve required replacementin the mean time, while I was trying to get all this information, he had come in on two separate occasionswhen he finally came back in on Aug 13th, I explained to him what happenedoffered him to replace the EGR Valve free of charge as a means of customer satisfactionwe could not agree on what would be fair and finally asked for a refund on the valve cover gasket and spark plugs which I did agree on during none of those visits was I ever trying to make snide comments such as "you should be happy you got free work done" and I did maintain a level of professionalism by apologizing to him that we did not take care of all the issues at once for himhe made a valid pointthe technician had made a diagnosis saying that the plugs and valve cover gasket would resolve his issues and it did nothowever, he's not at fault for any misdiagnosis because there were no trouble codes that would lead any technician into thinking that there could be a problem with the EGR systemit didn't show up until after we had replaced the plugs and valve cover gasket and though he still has new parts, we still refunded him the amount that he paid for the repairi feel we've been more than fair and understanding to his situation and I don't believe he deserves any further money back as he had stated before that he just simply wanted his money back for the previous repair work (spark plugs and valve cover gasket) which I had credited back to him on his credit card