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Caswell Massey Co. Ltd.

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Reviews Caswell Massey Co. Ltd.

Caswell Massey Co. Ltd. Reviews (4)

Customer picked up truck today and is happy.  Everything that he mentioned in his complaint was in process.  The wheels took a little longer than expected to get repaired.  Thank you and Merry Christmas!!  Brian P. M[redacted]Tom O'Brien Chrysler Jeep Dodge Ram750 U.S. 31...

NorthGreenwood, IN 46142Office: (317) 534-2202Fax: (317) 885-3690Toll Free: (866) 290-4324www.tomobriengreenwood.com

I will have our rep Jason J[redacted] call this customer to see if we can earn their business.  We always will do whatever it takes to make a deal happen but that doesn't mean that we are allowed to break rules/ laws and not follow policies and procedures that are already in place.  It...

doesn't help our company when we don't sell a customer a car but there is only so much that is within our control.  The market determines the value of their trade in and the banks determine the interest rate for their loan based on their credit score (s).  We cannot deviate from this. Best Regards, Brian

Peggy, with all do respect to Mr. [redacted], he chose to take his Jeep to [redacted] for this repair based on our professional opinion.  His decision to take his Jeep to [redacted] was based on the estimated price of potential repairs alone.  If we inspected the transmission (like [redacted] should have), we would have realized that there was nothing wrong with it, put it back together and charged him nothing.  He chose to take it somewhere else and now he is asking us to pay for it.  We feel that this is an unreasonable request. Why did [redacted] not diagnose the transmission and realize that it didn't have anything wrong?  Why did they continue to tear down and rebuild the transmission if it showed no signs of needing repaired?  We are willing to accept responsibility for for our mistake, but I am not going to pay for [redacted] repair that didn't need to be done in the first place.  Mr. [redacted] even stated in his response letter that "There was nothing wrong with the transmission when it was rebuilt and it was only rebuilt because of the diagnosis given to me by O'Brien's Service Department."  If there was nothing wrong with it, why did they rebuild it?  In the name of customer service and good will, our 20% discount on the differential repair still stands in the amount of $469.04.  Thank you!! Brian [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Miller is correct in that my decision to take the Jeep to [redacted] Transmissions was based on the cost of the repair.  The question about if the transmission was bad, was not even a consideration.  The fact remains that when the rear differential was rebuilt and it was taken out for a test drive, there was a gear ratio error message.  I was told that O’Brien’s transmission expert would have to diagnose it.  The Jeep remained at the dealership from Friday 10/16/15 until Tuesday 10/20/15 so it could be diagnosed by their transmission expert.  On Tuesday 10-20-2015 I was called and told their transmission expert determined the transmission was bad and it needed to be replaced/rebuilt and that the least expensive way to get this fixed was to have it replaced with a refurbished/rebuilt transmission which would cost about $4600. Per my instructions, O’Brien’s Service Department contacted my extended warranty company to present their findings and begin the process of replacing the bad transmission.  I was contacted later that day and told the warranty company wanted the dealership to rebuild the transmission so it could be inspected. Knowing the repair cost may exceed the initial $4600 quoted I looked for less expensive options.  On Thursday 10-22-2015 I took the Jeep next door to [redacted] Transmissions where they informed me they would work with the warranty company and estimated the repair cost at between $3000-$4000.  I don’t understand Mr. Miller’s argument about “professional opinion” and how that differs from the dealerships transmission expert’s diagnosis.  [redacted] Transmissions did inspect the transmission, prior to doing the rebuild, and got the same gear ratio error message the dealership did in coming to the conclusion that the transmission was bad!  The error message could only come from a problem with the transmission or the rear differential.  Not knowing the work at the dealership was done wrong and not checking their work on the differential in diagnosing the transmission, makes O’Brien’s mechanics look incompetent. Any plan on doing additional tests to the transmission after diagnosing it as bad, was never communicated to me.  This means that if they planned on doing more testing on the transmission, they have a communication problem as well! If the transmission was not bad, why did the dealership contact the extended warranty company and tell them it was, resulting in an inspector actually making a trip to the dealership to inspect the vehicle on Friday 10-23-2015?  I have documentation on this, even though I had already taken the Jeep to [redacted] to have the work performed!The work done at [redacted] Transmissions was no different than what they were going to do at the dealership, except it would cost less!  They even used OEM Jeep parts for the rebuild.  The rebuild revealed nothing more than the normal wear-and-tear of a transmission with about 85,000 miles.  The only indication that the transmission was bad was the gear ratio error message that still existed after the rebuild was completed.If the dealership had rebuilt the rear differential correctly, the gear ratio error message would not have been there.  If they would have reviewed work completed, when diagnosing the transmission problem, they would have found the problem and the transmission would not have been rebuilt. Either way, the transmission would not have been rebuilt, if the error message was not there (indicating the transmission was bad) and I was not told the transmission was bad by the dealership! When I was initially informed that there was a transmission problem, after the differential was rebuilt, I asked if they had put the correct gears in my rear differential.  I did so in a joking manner so as not to insult or insinuate they were incompetent! Everyone got a chuckle out of that at the dealership! It turns out my suspicion was correct.  About me:  I have a Bachelor’s Degree from Purdue in Engineering (Mechanical).  Prior to getting my college degree, I attended a Trade School for Automobile Mechanics and worked in an AAMCO Transmission shop for a short time.  I have many years of experience in Engineering, Manufacturing and Technical Sales and am currently employed by a very large international ball and roller bearing manufacturer and I have had years of experience in failure analysis. 
Regards,
[redacted]

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