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DeWall's Service Center, Inc.

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DeWall's Service Center, Inc. Reviews (1)

RE: [redacted] My name is Ryan [redacted], and I am the service manager at Troy’s Service. This letter is in response to a complaint, ID # [redacted]. On 10/6/17, [redacted] had his 2006 Dodge Ram towed to our shop with a running / driving issues. We contacted the customer to discuss the vehicle...

issues. Customer stated that the vehicle would not run correctly and had issues with the vehicle shifting. We went to drive the vehicle into the shop and the vehicle would not move in any gear. We checked the transmission fluid and found there to be no fluid on the dipstick. We added fluid and found the fluid to be leaking out of transmission tailshaft housing, the housing was cracked, the vehicle had lost all of its fluid and burnt up the internals of the transmission. We scanned the vehicle for any engine or transmission codes, no codes were present. Our service writer Tim contacted the customer with an estimate for the repairs and informed him that we would need to test drive the vehicle after a transmission had been installed to determine if there were any other issues with the vehicle running or driving. Customer was ok with that and the estimate to repair the vehicle. We installed a re-manufactured transmission, filled and checked fluids and test drove the vehicle, test drive was good with no other issues found. We racked the vehicle again to check for any fluid leaks, no fluid leaks were found, scanned the computer again for any codes, no codes were present. Called the customer to let him know the vehicle was done. Customer picked his vehicle about a week or so later, customer took the vehicle and then called questioning a fluid type substance in the 4x4 shifter area, I informed the customer to come back to the shop so we can see what he was talking about. I had out head mechanic speak with the customer and look at the area in question. Found the fluid to be in question to be spilt pop or coffee. We explained that there was no way that transmission fluid would have got to that area and it was definitely something that had spilt. The customer was not happy with the answer and left angry. I called the customer immediately to try and address the issue or figure out what the customer would like us to do, customer did not answer so I left a message and never go a call back. On Tuesday, October 10th, I received a call from Superior Chrysler about [redacted]’s vehicle being in there with a couple of concerns, I was told that the transmission pan gasket was leaking and also the tailshaft gasket was leaking, I informed Superior Chrysler that this was a re manufactured transmission and all those parts were on the transmission when we installed it and that we should get it back to our shop to have the repairs covered under warranty. They said they had already replaced the transmission pan gasket but did not replace the other gasket yet. I told them that we would send a wrecker to pick up the vehicle, Ed at Superior Chrysler spoke with [redacted] and told him what the plan was and [redacted] was ok with that. The vehicle is scheduled for 10-17 for inspection and to get a hold of the company we bought the transmission from to determine how they want to handle these issues. The customer never asked for a complete vehicle inspection to determine any other issues with the vehicle, the only issues were were told about was the poor running and shifting which was due to the transmission. If the customer had asked for a complete inspection there would have been a 27 point inspection performed checking all the brakes, steering, suspension, tires, fluids, belts, etc. I am certain that we did everything that was expected of us and the vehicle was running and driving good when it left our shop. As far as the leaks the dealership found, those things can happen and that is why there is a warranty on the parts and labor but we can not address an issue if we are unaware of it. I have spoken to [redacted] and have exchanged our sides of the story and have resolved any issues. We are currently working on his warranty for the transmission issues and this will all be handled at no cost to the customer.

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Address: 302 2nd St, Duluth, Minnesota, United States, 55810-1611

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