RE: [redacted] My name is Ryan [redacted] , and I am the service manager at Troy’s ServiceThis letter is in response to a complaint, ID # [redacted] On 10/6/17, [redacted] had his Dodge Ram towed to our shop with a running / driving issuesWe contacted the customer to discuss the vehicle issuesCustomer stated that the vehicle would not run correctly and had issues with the vehicle shiftingWe went to drive the vehicle into the shop and the vehicle would not move in any gearWe checked the transmission fluid and found there to be no fluid on the dipstickWe 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 transmissionWe scanned the vehicle for any engine or transmission codes, no codes were presentOur 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 drivingCustomer was ok with that and the estimate to repair the vehicleWe installed a re-manufactured transmission, filled and checked fluids and test drove the vehicle, test drive was good with no other issues foundWe 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 presentCalled the customer to let him know the vehicle was doneCustomer picked his vehicle about a week or so later, customer took the vehicle and then called questioning a fluid type substance in the 4xshifter area, I informed the customer to come back to the shop so we can see what he was talking aboutI had out head mechanic speak with the customer and look at the area in questionFound the fluid to be in question to be spilt pop or coffeeWe explained that there was no way that transmission fluid would have got to that area and it was definitely something that had spiltThe customer was not happy with the answer and left angryI 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 backOn Tuesday, October 10th, I received a call from Superior Chrysler about ***’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 warrantyThey said they had already replaced the transmission pan gasket but did not replace the other gasket yetI 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 thatThe vehicle is scheduled for 10-for inspection and to get a hold of the company we bought the transmission from to determine how they want to handle these issuesThe 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 transmissionIf the customer had asked for a complete inspection there would have been a point inspection performed checking all the brakes, steering, suspension, tires, fluids, belts, etcI am certain that we did everything that was expected of us and the vehicle was running and driving good when it left our shopAs 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 itI have spoken to [redacted] and have exchanged our sides of the story and have resolved any issuesWe are currently working on his warranty for the transmission issues and this will all be handled at no cost to the customer
RE: [redacted] My name is Ryan [redacted] , and I am the service manager at Troy’s ServiceThis letter is in response to a complaint, ID # [redacted] On 10/6/17, [redacted] had his Dodge Ram towed to our shop with a running / driving issuesWe contacted the customer to discuss the vehicle issuesCustomer stated that the vehicle would not run correctly and had issues with the vehicle shiftingWe went to drive the vehicle into the shop and the vehicle would not move in any gearWe checked the transmission fluid and found there to be no fluid on the dipstickWe 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 transmissionWe scanned the vehicle for any engine or transmission codes, no codes were presentOur 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 drivingCustomer was ok with that and the estimate to repair the vehicleWe installed a re-manufactured transmission, filled and checked fluids and test drove the vehicle, test drive was good with no other issues foundWe 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 presentCalled the customer to let him know the vehicle was doneCustomer picked his vehicle about a week or so later, customer took the vehicle and then called questioning a fluid type substance in the 4xshifter area, I informed the customer to come back to the shop so we can see what he was talking aboutI had out head mechanic speak with the customer and look at the area in questionFound the fluid to be in question to be spilt pop or coffeeWe explained that there was no way that transmission fluid would have got to that area and it was definitely something that had spiltThe customer was not happy with the answer and left angryI 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 backOn Tuesday, October 10th, I received a call from Superior Chrysler about ***’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 warrantyThey said they had already replaced the transmission pan gasket but did not replace the other gasket yetI 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 thatThe vehicle is scheduled for 10-for inspection and to get a hold of the company we bought the transmission from to determine how they want to handle these issuesThe 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 transmissionIf the customer had asked for a complete inspection there would have been a point inspection performed checking all the brakes, steering, suspension, tires, fluids, belts, etcI am certain that we did everything that was expected of us and the vehicle was running and driving good when it left our shopAs 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 itI have spoken to [redacted] and have exchanged our sides of the story and have resolved any issuesWe are currently working on his warranty for the transmission issues and this will all be handled at no cost to the customer