Cowboy Motor Co, LLC

I would like the parts that I was told by the service manager were replaced, (idler pulley system and serpentine belt) so I can take them to a reputable business and have them installed

[redacted] ,The registered owner of the vehicle is [redacted] *** [redacted] is not the registered owner of the vehicle [redacted] has been calling asking for information and copies of information on this vehicleThe Privacy Policy does not allow us to give out information to anyone but the registered owner on the title of the vehicle Please let me know how you would like Cowboy Motor Coto proceed with this case?In the past we have spoken with Mr [redacted] and he has been very pleasant and understanding If he would like to call in or come in we will be happy to present any information needed to him.Thank you, [redacted] D [redacted] Service ManagerCowboy Motor Co.307-789-

Complaint: [redacted] I am rejecting this response because: There are many inconsistencies with the response from Cowboy Motors Co. I had always stated that I had driven aprox. 1200 miles from the beginning of this process; and that did not ever change throughout this process. They new I had been driving this truck from before I ever took the truck there. Not as stated in their response. Also Cowboys Motors Co. absolutely DID NOT call me until AFTER they had ruined the torque converter and the fly wheel with a Crow Bar, (they did indeed admit that they did indeed ruin both the torque converter and the fly wheel to Heath at [redacted] when I asked them to get involved with this case). Not as they stated in their response, ("we recommended to Mr. [redacted] that the vehicle should have the the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repair"). They did not "diagnose the problem, then call us and recommend the repair" as stated as their "process". They damaged the 2 parts mentioned ,then I went in and seen the parts ruined by a crow bar and then they talked to me about having to pay for theses ruined parts. I did in fact agree to pay the initial fee of $550 for them to take it apart and put it back together; however I was told if I did not pay to fix the fly wheel and torque converter I would not be given my keys and would not be able to leave with my truck. I agree I did not want to "take the financial responsibility" (as stated in their response) for a problem that was created IN THEIR SHOP. I HAVE INDEED taken responsibility for the initial repair (as stated in their response); therefore I was agreeable to the initial fee quoted of $550.00. But I feel they need to take responsibility for their inexperienced mechanic's mistake and am asking for them to refund me the $551.00 for the damage THEY caused to my torque converter and fly wheel, which Heath from [redacted] told me they totally admitted to ruining. Also this truck did not make ANY noises or have ANY vibration at all when I took it in originally! They did advise me to "take a look at the U joints, because it could be something simple like a u-joint that was making it vibrate" I did indeed do this and they are correct in saying one thing; the U-joint WAS INDEED BAD, it had so much damage from beating it throughout this process, that the U-joint snap ring had been beaten out of its groove and miss shaped. I know for a fact that this was not that way when I took the truck there and again, there was no vibration or noise when I drove the truck into Cowboy Motor Co. The U-joint has since been replaced and the vibration has not been noticed anymore. I want to re-inter ate, at no point has there ever been any shifting or transmission problems with this truck!! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Cowboy Motors wanted more information [redacted] picked up the car and it was in her name then, she also brought the car back again in her name [redacted] and [redacted] vin# [redacted] Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The problem has not been addressedThe part that was said to have been replaced by Cowboys Motors company was in fact not replaced as per Cowboys Motors service record Regards, [redacted] ***

Cowboy Motor Co, Wasatch RD Evanston, WY 307-789-Revdex.com July 17, S County Rd 5, Ste Fort Collins, CO Re: Mr [redacted] ID of [redacted] Dear *** [redacted] , On June 1", Mr [redacted] brought his [redacted] Vin # [redacted] , with 134,miles into Cowboy Motor CoHe stated that he replaced the engine in the truck and was unable to reinstall the torque converter boltsMr [redacted] performed this repair himself and did not or was unable to bolt the torque converter to the fly wheel and wanted us to bolt it onThe torque converter normally takes the place of a mechanical clutch in a vehicle with an automatic transmission, allowing the load to be separated from the power sourceThe key characteristic of a torque converter is its ability to multiply torque when there is a substantial difference between input and output rotational speedAt this time he stated that he had driven the vehicle approximately miles without the torque converter bolts installed, a major part of the transmission's assemblyOur certified [redacted] technician then inspected the vehicle and determined that the torque converter could not be bolted on due to the fact that the vehicle had been driven and the torque converter was now lodged in such a way that would not allow our technician to bolt it onWe then found that the torque converter and the fly wheel were damaged due to the fact that the customer had driven the vehicle without bolting the torque converter to the fly wheel after replacing the engineIt was then discovered that the fly wheel and the torque converter needed to be replacedThe torque converter was wedged into the crankshaft at such an angle that the technician was required to force it out of the position it had become lodged intoThe technician working on MrB***'s truck did call another technician that previously worked here to ask if there was any other way to remove this, as we have never encountered this issue beforeUnfortunately, the only way to remove it was by forceThe transmission is a major part of the driveline and should never be driven if parts are installed incorrectly or not secured properlyOur process at Cowboy Motor Cois to diagnose the problem, find the cause, and then recommend a solutionDue to the fact that the customer had replaced the engine himself and did not bolt a critical part of the transmission on, the vehicle was not operating as designed and therefor Mr [redacted] would in fact be responsible for the repair we recommendedAt this point we recommended to Mr [redacted] that the vehicle should have the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repairWe then quoted him an amount on the replacement of the parts and laborThe customer agreed to take responsibility for this repair and authorized us to perform itWe specifically told Mr [redacted] that there could possibly be other damage to the vehicle due to the fact the vehicle had been driven without properly securing the torque converter to the engineHe agreed to have the torque converter and the fly wheel replaced and accept responsibility for this paymentThe fly wheel and torque converter were replaced by a [redacted] Certified technician on June 4th, The customer then took the vehicle and brought it back on June 8th, stating that there was a vibration in the cab caused by the transmissionPart of my job as the Service Manager is to ride along with or drive the vehicle to help determine the issues with our customer's vehiclesI then went on a test drive with Mr [redacted] and asked him to explain in detail the issues he was having and his initial concernDuring this conversation, Mr [redacted] stated that he had driven the vehicle approximately miles without bolting on the torque converterWhen asked about his initial statement about driving miles and said no that it was closer to milesI then told Mr [redacted] if the cause of the vibration is because the torque converter or the fly wheel was installed incorrectly then it would be Cowboy Motor Company's responsibility to correct thisHe was also told if the vibration was caused by his initial repair then he would be responsible for paymentI then asked the certified technician to drive the vehicle and he determined that the vibration was an internal issueWe then would need to drop the oil pan in order to see if there were metal shavings in the oil pan which would determine if the transmission needed to be rebuilt or replaced At this point Mr [redacted] did not want to accept financial responsibilityTherefor Cowboy Motor Company could not continue with the repairOur diagnosis is that the damage on the vehicle is caused by Mr [redacted] 's original repair that he performed himselfThe vehicle was driven approximately miles without the torque converter bolted on and this has caused extensive damage to his transmissionMr [redacted] has stated that he does not want to be financially responsible for any further repairs and was asked to please pick up his [redacted] Ram Here at Cowboy Motor Company, we have a process that [redacted] requires us to adhere byI feel that we have followed that process and have gone above and beyond for Mr [redacted] I understand his frustration but feel that he needs to take responsibility for his initial repair that he had done himself before bringing it to Cowboy Motor Coto correct [redacted] Corporation has been notified about Mr [redacted] 's situation and agrees with our diagnosisPlease feel free to contact me if you have any further questions Also, if you need to see any certifications for my technicians I will be happy to provide that as wellOur office hours are Monday through Friday 8:AM to 5:PM and Saturday 9:to 12:Sincerely,Lori D [redacted] Service Manager Cowboy Motor Co307-789-phone 307-789-fax

Cowboy Motor Co, Wasatch RD Evanston, WY 307-789-Revdex.com July 17, S County Rd 5, Ste Fort Collins, CO Re: Mr [redacted] ID of [redacted] Dear [redacted] , On June 1", Mr [redacted] brought his [redacted] *** [redacted] Vin # [redacted] , with 134,miles into Cowboy Motor CoHe stated that he replaced the engine in the truck and was unable to reinstall the torque converter boltsMr [redacted] performed this repair himself and did not or was unable to bolt the torque converter to the fly wheel and wanted us to bolt it onThe torque converter normally takes the place of a mechanical clutch in a vehicle with an automatic transmission, allowing the load to be separated from the power sourceThe key characteristic of a torque converter is its ability to multiply torque when there is a substantial difference between input and output rotational speedAt this time he stated that he had driven the vehicle approximately miles without the torque converter bolts installed, a major part of the transmission's assemblyOur certified [redacted] technician then inspected the vehicle and determined that the torque converter could not be bolted on due to the fact that the vehicle had been driven and the torque converter was now lodged in such a way that would not allow our technician to bolt it onWe then found that the torque converter and the fly wheel were damaged due to the fact that the customer had driven the vehicle without bolting the torque converter to the fly wheel after replacing the engineIt was then discovered that the fly wheel and the torque converter needed to be replacedThe torque converter was wedged into the crankshaft at such an angle that the technician was required to force it out of the position it had become lodged intoThe technician working on MrB***'s truck did call another technician that previously worked here to ask if there was any other way to remove this, as we have never encountered this issue beforeUnfortunately, the only way to remove it was by forceThe transmission is a major part of the driveline and should never be driven if parts are installed incorrectly or not secured properlyOur process at Cowboy Motor Cois to diagnose the problem, find the cause, and then recommend a solutionDue to the fact that the customer had replaced the engine himself and did not bolt a critical part of the transmission on, the vehicle was not operating as designed and therefor Mr [redacted] would in fact be responsible for the repair we recommendedAt this point we recommended to Mr [redacted] that the vehicle should have the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repairWe then quoted him an amount on the replacement of the parts and laborThe customer agreed to take responsibility for this repair and authorized us to perform itWe specifically told Mr [redacted] that there could possibly be other damage to the vehicle due to the fact the vehicle had been driven without properly securing the torque converter to the engineHe agreed to have the torque converter and the fly wheel replaced and accept responsibility for this paymentThe fly wheel and torque converter were replaced by a [redacted] Certified technician on June 4th, The customer then took the vehicle and brought it back on June 8th, stating that there was a vibration in the cab caused by the transmissionPart of my job as the Service Manager is to ride along with or drive the vehicle to help determine the issues with our customer's vehiclesI then went on a test drive with Mr [redacted] and asked him to explain in detail the issues he was having and his initial concernDuring this conversation, Mr [redacted] stated that he had driven the vehicle approximately miles without bolting on the torque converterWhen asked about his initial statement about driving miles and said no that it was closer to milesI then told Mr [redacted] if the cause of the vibration is because the torque converter or the fly wheel was installed incorrectly then it would be Cowboy Motor Company's responsibility to correct thisHe was also told if the vibration was caused by his initial repair then he would be responsible for paymentI then asked the certified technician to drive the vehicle and he determined that the vibration was an internal issueWe then would need to drop the oil pan in order to see if there were metal shavings in the oil pan which would determine if the transmission needed to be rebuilt or replaced At this point Mr [redacted] did not want to accept financial responsibilityTherefor Cowboy Motor Company could not continue with the repairOur diagnosis is that the damage on the vehicle is caused by Mr [redacted] 's original repair that he performed himselfThe vehicle was driven approximately miles without the torque converter bolted on and this has caused extensive damage to his transmissionMr [redacted] has stated that he does not want to be financially responsible for any further repairs and was asked to please pick up his [redacted] Ram Here at Cowboy Motor Company, we have a process that [redacted] requires us to adhere byI feel that we have followed that process and have gone above and beyond for Mr [redacted] I understand his frustration but feel that he needs to take responsibility for his initial repair that he had done himself before bringing it to Cowboy Motor Coto correct [redacted] Corporation has been notified about Mr [redacted] 's situation and agrees with our diagnosisPlease feel free to contact me if you have any further questions Also, if you need to see any certifications for my technicians I will be happy to provide that as wellOur office hours are Monday through Friday 8:AM to 5:PM and Saturday 9:to 12:Sincerely,Lori D [redacted] Service Manager Cowboy Motor Co307-789-phone 307-789-fax

***,This was a repair that was not paid for by the customer it was done internally. Again, *** warranty is months or 24,miles from the time of service. If the customer would like to make an appointment for our *** certified technician to determine that the part was in fact defective and would fall under these *** guidelines we will be happy to replace the part. This is our final response to this issue. Thank you for your time in this matter.*** D***Service ManagerCowboy Motor Co

***,
This was a repair that was not paid for by the customer it was done internally. Again, *** warranty is months or 24,miles from the time of service. If the customer would like to make an appointment for our *** certified technician to determine that the part was in fact defective and would fall under these *** guidelines we will be happy to replace the part. This is our final response to this issue. Thank you for your time in this matter*** D***
Service Manager
Cowboy Motor Co

Cowboy Motor CompanyWasatch RdEvanston, WY 82930307-789-3151*** ***Revdex.comS County Rd 5, Ste 100Fort Collins, CO 80528970-224-4222Dear Mr***,In reference to ID of ***, *** ** ***, unfortunately I cannot find a customer in our data base by
that name If the vehicle is under a different name please let me know and I can pull the history of the vehicle Also, if she could please provide us with the year, make, and model along with the last eight digits of the VIN this would be helpful in locating the correct customer as well as the history Thank you,*** D***Service ManagerCowboy Motor Company307-789-Phone307-789-

Cowboy Motor CompanyWasatch RdEvanston, WY 82930307-789-3151*** ***Revdex.comS County Rd 5, Ste 100Fort Collins, CO 80528970-224-4222Dear Mr***,In reference to ID of ***, *** ** ***,
unfortunately I cannot find a customer in our data base by that name If the vehicle is under a different name please let me know and I can pull the history of the vehicle Also, if she could please provide us with the year, make, and model along with the last eight digits of the VIN this would be helpful in locating the correct customer as well as the history Thank you,*** D***Service ManagerCowboy Motor Company307-789-Phone307-789-

***,
*** has a two year/24,mile warranty on all parts and labor. If the part is defective we will gladly replace it. Please have the customer contact us and we will set up an appointment. We will need to look at the vehicle to determine that the part is defective in order to replace itThank you,
*** D***
Service Manager
307-789-

Complaint: [redacted]
I am rejecting this response because:Cowboy Motors have in the past given [redacted] all information in regard to this vehicle, [redacted] Financial and Service Manager has in the past given [redacted] information on this vehicle, this seems like a very unprofessional way to handle such a claim, and yes I [redacted] have been pleasant in the past, and I appreciate you pointing that out, however I will be in and that will change. My wife [redacted] has been patient and handles all the details at home. This is not about privacy policies, and if it is there needs to be some re-training. [redacted] should have been given a service order or receipt the day she picked up the car from [redacted], if that had been done we would not be having this "privacy policy" issue right now. I [redacted] will be in to speak with someone in reference to this issue, your cooperation will be expected.
Regards,
[redacted]

I would like the parts that I was told by the service manager were replaced, (idler pulley system and serpentine belt)  so I can take them to a reputable business and have them installed.

[redacted],[redacted] has a two year/24,000 mile warranty on all parts and labor.  If the part is defective we will gladly replace it.  Please have the customer contact us and we will set up an appointment.  We will need to look at the vehicle to determine that the part is defective in order to replace it.Thank you,[redacted] D[redacted]Service Manager307-789-3151

Complaint: [redacted]
I am rejecting this response because: 
There are many inconsistencies with the response from Cowboy Motors Co.  I had always stated that I had driven aprox. 1200 miles from the beginning of this process; and that did not ever change throughout this process. They new I had been driving this truck from before I ever took the truck there.  Not as stated in their response.  Also Cowboys Motors Co. absolutely DID NOT call me until AFTER they had ruined the torque converter and the fly wheel with a Crow Bar, (they did indeed admit that they did indeed ruin both the torque converter and the fly wheel to Heath at [redacted] when I asked them to get involved with this case).  Not as they stated in their response, ("we recommended to Mr. [redacted] that the vehicle should have the the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repair").  They did not "diagnose the problem, then call us and recommend the repair" as stated as their "process". They damaged the 2 parts mentioned ,then I went in and seen the parts ruined by a crow bar and then they talked to me about having to pay for theses ruined parts.   I did in fact agree to pay the initial fee of $550 for them to take it apart and put it back together; however I was told if I did not pay to fix the fly wheel and torque converter I would not be given my keys and would not be able to leave with my truck.  
I agree I did not want to "take the financial responsibility" (as stated in their response) for a problem that was created IN THEIR SHOP.  I HAVE INDEED taken responsibility for the initial repair (as stated in their response); therefore I was agreeable to the initial fee quoted of $550.00.  But I feel they need to take responsibility for their inexperienced mechanic's mistake and am asking for them to refund me the $551.00 for the damage THEY caused to my torque converter and fly wheel, which Heath from [redacted] told me they totally admitted to ruining.  Also this truck did not make ANY noises or have ANY vibration at all when I took it in originally!  They did advise me to "take a look at the U joints, because it could be something simple like a u-joint that was making it vibrate" I did indeed do this and they are correct in saying one thing; the U-joint WAS INDEED BAD, it had so much damage from beating it throughout this process, that the U-joint snap ring had been beaten out of its groove and miss shaped. I know for a fact that this was not that way when I took the truck there and again, there was no vibration or noise when I drove the truck into Cowboy Motor Co.  The U-joint has since been replaced and the vibration has not been noticed anymore.  I want to re-inter ate,  at no point has there ever been any shifting or transmission problems with this truck!!     
Regards,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Cowboy Motors wanted more information[redacted] picked up the car and it was in her name then, she also brought the car back again in her name[redacted] and [redacted]vin# [redacted]
Regards,
[redacted]

[redacted],The registered owner of the vehicle is [redacted].  [redacted] is not the registered owner of the vehicle.  [redacted] has been calling asking for information and copies of information on this vehicle. The Privacy Policy does not allow us to give out information to anyone but the registered owner on the title of the vehicle.  Please let me know how you would like  Cowboy Motor Co. to proceed with this case?In the past we have spoken with Mr. [redacted] and he has been very pleasant and understanding.  If he would like to call in or come in we will be happy to present any information needed to him.Thank you,[redacted] D[redacted]Service ManagerCowboy Motor Co.307-789-3151

Cowboy Motor Co, 100 Wasatch RD Evanston, WY 82930 307-789-3151 Revdex.com July 17, 2015 8020 S County Rd 5, Ste 100 Fort Collins, CO 80528 Re: Mr. [redacted] ID of [redacted]. Dear [redacted], On June 1", 2015 Mr. [redacted] brought his 2011 [redacted]...

[redacted] Vin # [redacted], with 134,264 miles into Cowboy Motor Co. He stated that he replaced the engine in the truck and was unable to reinstall the torque converter bolts. Mr. [redacted] performed this repair himself and did not or was unable to bolt the torque converter to the fly wheel and wanted us to bolt it on. The torque converter normally takes the place of a mechanical clutch in a vehicle with an automatic transmission, allowing the load to be separated from the power source. The key characteristic of a torque converter is its ability to multiply torque when there is a substantial difference between input and output rotational speed. At this time he stated that he had driven the vehicle approximately 300 miles without the torque converter bolts installed, a major part of the transmission's assembly. Our certified [redacted] technician then inspected the vehicle and determined that the torque converter could not be bolted on due to the fact that the vehicle had been driven and the torque converter was now lodged in such a way that would not allow our technician to bolt it on. We then found that the torque converter and the fly wheel were damaged due to the fact that the customer had driven the vehicle without bolting the torque converter to the fly wheel after replacing the engine. It was then discovered that the fly wheel and the torque converter needed to be replaced. The torque converter was wedged into the crankshaft at such an angle that the technician was required to force it out of the position it had become lodged into. The technician working on Mr. B[redacted]'s truck did call another technician that previously worked here to ask if there was any other way to remove this, as we have never encountered this issue before. Unfortunately, the only way to remove it was by force. The transmission is a major part of the driveline and should never be driven if parts are installed incorrectly or not secured properly. Our process at Cowboy Motor Co. is to diagnose the problem, find the cause, and then recommend a solution. Due to the fact that the customer had replaced the engine himself and did not bolt a critical part of the transmission on, the vehicle was not operating as designed and therefor Mr. [redacted] would in fact be responsible for the repair we recommended. At this point we recommended to Mr. [redacted] that the vehicle should have the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repair. We then quoted him an amount on the replacement of the parts and labor. The customer agreed to take responsibility for this repair and authorized us to perform it. We specifically told Mr. [redacted] that there could possibly be other damage to the vehicle due to the fact the vehicle had been driven without properly securing the torque converter to the engine. He agreed to have the torque converter and the fly wheel replaced and accept responsibility for this payment. The fly wheel and torque converter were replaced by a [redacted] Certified technician on June 4th, 2015. The customer then took the vehicle and brought it back on June 8th, 2015 stating that there was a vibration in the cab caused by the transmission. Part of my job as the Service Manager is to ride along with or drive the vehicle to help determine the issues with our customer's vehicles. I then went on a test drive with Mr. [redacted] and asked him to explain in detail the issues he was having and his initial concern. During this conversation, Mr. [redacted] stated that he had driven the vehicle approximately 1200 miles without bolting on the torque converter. When asked about his initial statement about driving 300 miles and said no that it was closer to 1200 miles. I then told Mr. [redacted] if the cause of the vibration is because the torque converter or the fly wheel was installed incorrectly then it would be Cowboy Motor Company's responsibility to correct this. He was also told if the vibration was caused by his initial repair then he would be responsible for payment. I then asked the certified technician to drive the vehicle and he determined that the vibration was an internal issue. We then would need to drop the oil pan in order to see if there were metal shavings in the oil pan which would determine if the transmission needed to be rebuilt or replaced.  At this point Mr. [redacted] did not want to accept financial responsibility. Therefor Cowboy Motor Company could not continue with the repair. Our diagnosis is that the damage on the vehicle is caused by Mr. [redacted]'s original repair that he performed himself. The vehicle was driven approximately 1200 miles without the torque converter bolted on and this has caused extensive damage to his transmission. Mr. [redacted] has stated that he does not want to be financially responsible for any further repairs and was asked to please pick up his 2011 [redacted] Ram 1500. Here at Cowboy Motor Company, we have a process that [redacted] requires us to adhere by. I feel that we have followed that process and have gone above and beyond for Mr. [redacted]. I understand his frustration but feel that he needs to take responsibility for his initial repair that he had done himself before bringing it to Cowboy Motor Co. to correct. [redacted] Corporation has been notified about Mr. [redacted]'s situation and agrees with our diagnosis. Please feel free to contact me if you have any further questions.  Also, if you need to see any certifications for my technicians I will be happy to provide that as well. Our office hours are Monday through Friday 8:00 AM to 5:30 PM and Saturday 9:00 to 12:00. Sincerely,Lori D[redacted]Service Manager Cowboy Motor Co. 307-789-3151 phone 307-789-5999 fax

Cowboy Motor Co, 100 Wasatch RD Evanston, WY 82930 307-789-3151 Revdex.com July 17, 2015 8020 S County Rd 5, Ste 100 Fort Collins, CO 80528 Re: Mr. [redacted] ID of [redacted]. Dear [redacted]...

[redacted], On June 1", 2015 Mr. [redacted] brought his 2011 [redacted] Vin # [redacted], with 134,264 miles into Cowboy Motor Co. He stated that he replaced the engine in the truck and was unable to reinstall the torque converter bolts. Mr. [redacted] performed this repair himself and did not or was unable to bolt the torque converter to the fly wheel and wanted us to bolt it on. The torque converter normally takes the place of a mechanical clutch in a vehicle with an automatic transmission, allowing the load to be separated from the power source. The key characteristic of a torque converter is its ability to multiply torque when there is a substantial difference between input and output rotational speed. At this time he stated that he had driven the vehicle approximately 300 miles without the torque converter bolts installed, a major part of the transmission's assembly. Our certified [redacted] technician then inspected the vehicle and determined that the torque converter could not be bolted on due to the fact that the vehicle had been driven and the torque converter was now lodged in such a way that would not allow our technician to bolt it on. We then found that the torque converter and the fly wheel were damaged due to the fact that the customer had driven the vehicle without bolting the torque converter to the fly wheel after replacing the engine. It was then discovered that the fly wheel and the torque converter needed to be replaced. The torque converter was wedged into the crankshaft at such an angle that the technician was required to force it out of the position it had become lodged into. The technician working on Mr. B[redacted]'s truck did call another technician that previously worked here to ask if there was any other way to remove this, as we have never encountered this issue before. Unfortunately, the only way to remove it was by force. The transmission is a major part of the driveline and should never be driven if parts are installed incorrectly or not secured properly. Our process at Cowboy Motor Co. is to diagnose the problem, find the cause, and then recommend a solution. Due to the fact that the customer had replaced the engine himself and did not bolt a critical part of the transmission on, the vehicle was not operating as designed and therefor Mr. [redacted] would in fact be responsible for the repair we recommended. At this point we recommended to Mr. [redacted] that the vehicle should have the torque converter as well as the fly wheel replaced due to the damage that was caused by the customer's initial repair. We then quoted him an amount on the replacement of the parts and labor. The customer agreed to take responsibility for this repair and authorized us to perform it. We specifically told Mr. [redacted] that there could possibly be other damage to the vehicle due to the fact the vehicle had been driven without properly securing the torque converter to the engine. He agreed to have the torque converter and the fly wheel replaced and accept responsibility for this payment. The fly wheel and torque converter were replaced by a [redacted] Certified technician on June 4th, 2015. The customer then took the vehicle and brought it back on June 8th, 2015 stating that there was a vibration in the cab caused by the transmission. Part of my job as the Service Manager is to ride along with or drive the vehicle to help determine the issues with our customer's vehicles. I then went on a test drive with Mr. [redacted] and asked him to explain in detail the issues he was having and his initial concern. During this conversation, Mr. [redacted] stated that he had driven the vehicle approximately 1200 miles without bolting on the torque converter. When asked about his initial statement about driving 300 miles and said no that it was closer to 1200 miles. I then told Mr. [redacted] if the cause of the vibration is because the torque converter or the fly wheel was installed incorrectly then it would be Cowboy Motor Company's responsibility to correct this. He was also told if the vibration was caused by his initial repair then he would be responsible for payment. I then asked the certified technician to drive the vehicle and he determined that the vibration was an internal issue. We then would need to drop the oil pan in order to see if there were metal shavings in the oil pan which would determine if the transmission needed to be rebuilt or replaced.  At this point Mr. [redacted] did not want to accept financial responsibility. Therefor Cowboy Motor Company could not continue with the repair. Our diagnosis is that the damage on the vehicle is caused by Mr. [redacted]'s original repair that he performed himself. The vehicle was driven approximately 1200 miles without the torque converter bolted on and this has caused extensive damage to his transmission. Mr. [redacted] has stated that he does not want to be financially responsible for any further repairs and was asked to please pick up his 2011 [redacted] Ram 1500. Here at Cowboy Motor Company, we have a process that [redacted] requires us to adhere by. I feel that we have followed that process and have gone above and beyond for Mr. [redacted]. I understand his frustration but feel that he needs to take responsibility for his initial repair that he had done himself before bringing it to Cowboy Motor Co. to correct. [redacted] Corporation has been notified about Mr. [redacted]'s situation and agrees with our diagnosis. Please feel free to contact me if you have any further questions.  Also, if you need to see any certifications for my technicians I will be happy to provide that as well. Our office hours are Monday through Friday 8:00 AM to 5:30 PM and Saturday 9:00 to 12:00. Sincerely,Lori D[redacted]Service Manager Cowboy Motor Co. 307-789-3151 phone 307-789-5999 fax