Bud's Transmission Service, Inc.

I have reviewed the situation and the repair order reflects every time we call and speak with the customer and our policy is we call the customer at least twice a day and update
them and the revisions reflect when and what is said in summery along with the prices discussed and what's approved and what's not approved The vehicle complaint was noise and slight dragging noise on passenger side when between walls at mph he himself as replaced parts without success in attempt to repair and Less Schwab has removed tires and Looked at it twice and could not find source of noise , Vehicle was dropped off on the 29th , and the revisions show we spoke to him twice a day every day and times on the 29th when getting the complaint pinpointed as he has exhaust rattle and informed that was not his noise , . the repair order revisions section will reflect all communication with client and all approved estimates before moving forward with any repairs as is our policy . Our policy is to contact all clients twice a day and the revision was that:The tear down inspection was needed and even with a trained eye it all looked normal. but just small amount of play indicated the vacuum actuator not disengage fully and would allow the splines to spin and not engage fully causing noise and damage to the axle. He was given an option of a lessor cost with axle assembly but choose the higher cost option.This is why the customer and Les Schwab missed it, there were many test drives involved just to find the walls to drive between to diagnose. The repair reflects the client communication process the approval process and any recommendations the vehicle needed and is our policy to docoument and record thorough the complete process and do not go ahead with any repairs without customers approval and documented on the revision section of the repair order with the time. I would suggest if the customer has any issues with how much we communicated with him or prices, time frame and to take a look the revision section of the repair order and give us call here at buds and ask for Steve When it comes to post opp repair quotes from other shops that indicate a lower price we have found that its usally a tactic from shops that do not have long warranties or the integrity not to slander other people in the indsusry to get clients our policy is never slander another shop in any manner for any reason

Complaint: ***
I am rejecting this response because: This repair had nothing to do with Les Schwab finding or not finding the issue they are not the professionals at this type of workThe exact problem was discussed initially and what should have been a basic remove and replacement of the hub resulted in wasted man hours and parts being replaced that were not needed.The $200-$quote was to remove and replace the part...and additional cost for the partKeeping a vehicle for days to do a minor repair is unacceptable and unprofessional but it's good to know where we stand now
Sincerely,
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The original customer complaint was a no start or intermittent no start situation and there was no mention of emissions in the original complaintThat does reflect on the repair order signed by the customerTook a look and found that a battery that was
not rated or up to the buffering specs that the factory requires had been previously installed, vehicle has many codes in system The only professional starting point was to bring up to standards with a quality battery that would pass buffering and meet specs in the vehicleWe replaced the battery and tested and could not duplicate no start or intermittent at that time , the , the inspection process found many other issues with vehicle and client was informed and authorized the repair of the rear brakes and requested that we repair his air condition that it was not working The customer was given a quote multiple times while speaking with our service writer and those does reflect on the repair orderAn e-mail was also sent at that time Their vehicle was working fine at that time and the client was informed that the computer monitor’s need to reset and that will take some time When asked client said he had removed fuses and so on, we informed to drive a week and see if any check engine lights come on and if they did not replace fuses. All vehicle complaints , repairs and communication are on the repair order under revision section and also signed by the client The customers wife called back the following week and said the vehicle died again with a no start but was much less frequentShe authorized $dollars of repairs and also had her father call and we explain situation to him and agreed as auto tech himself we are doing the right thing and on the right path with this situation We then tried to duplicate the no start even with new information from the wife that it happen when raining and we ran water over car to try and get the vehicle to achieve a no start issueWe spent hours checking grounds and all aspects and checking systems but no success in duplicating complaint , we di not even charge her the $she agreed to pay and said to drive and if acts up bring the vehicle back The next week she called and asked informed our service writer that she was going to emissions and we informed her to swing buy and at no charge we will scan system with proper equipment and see if has any codes and all monitors are set since we had battery out and that can take some time to reset in a Mercedes We did not see her until she showed up and claimed she failed emissions and her husband scanned and said all monitors are set we then scanned at no charge and found with our vehicle complaint tool that the monitors are not set and husband has been removing fuses and messing with vehicle, she asked for an emission waver at that time we informed we would love to give her a waver but Washington State law requires $ dollars spent on diagnosing emissions Not diagnosing a no start, brake repair or ac repair and is unlawful to write a waver without proper documentation or diagnoses of why it will not pass emissions Also informed that it would be helpful if husband would stop trying to repair in a manner that delays or skews diagnoses results from actions he keep performing the vehicle Also we are not open on weekends so we could not work on his vehicle during the weekend
All communication including the conversations with the wife and her father who was in 100% agreement with us including us to ignore the husband and his name calling and lack of understanding and reason in this situation is all documented on the repairs