DMC Transmissions

Review: In the last week or so of July of 2014 I took my 2002 Jeep Grand Cherokee to DMC Transmissions in Ventura, California with the complaint of the transmission not upshifting to the next higher gear on acceleration. My Jeep was returned on September 22, 2014 without the problem being repaired, and a repair bill for $4,349.72. The problem started after I had the engine heads replaced. If in a higher gear, and I accelerated the transmission would down shift, but not shift back up into the next higher gear, and the engine would rev up to about 5,000 RPM where the governor would stop further acceleration. It would not upshift to the next higher gear until I let of the accelerator. I took the Jeep to DMC Transmissions and explained the problem to Mr. [redacted] (business owner) DMC Transmission had my Jeep for approximately two weeks. DMC Transmission called and told me the Jeep was fixed and ready for pick up. On August 07, 2014 I paid 3,221.67 for the repair. When I drove it on the highway, the transmission did the same thing as when I took it in to be repaired. "Did he test drive the Jeep to see if the problem was repaired?" I immediately took it back, and Mr. [redacted] drove it and did some tests with me as the passenger. Mr. [redacted] took the Jeep back and said that he would check out the problem. After a few days he called and said that he had an idea. He wanted to try replacing the Computer Module, and it would cost about $650.00. I told him to try it, if that would fix the problem. That did not fix the problem. He then replaced the Throttle Position Sensor, and a Transmission Module. That did not fix the problem. He had the Jeep for another couple of weeks doing more investigation. He found that there was an engine timing problem on acceleration that would prevent the transmission from upshifting. Mr. [redacted] said that I would need to fine and repair the engine timing problem. When I went to pick up the Jeep, I told him that I was not going to pay for whatever heDesired Settlement: Full refund of $4,349.72 for unnecessary procedures performed to the Jeep, that did nothing to fix the problem that the Jeep was taken to the transmission repair business for.

Business

Response:

**-As stated by the Business. I have attached a copy of the invoice that was mailed to the Comsumer along with a complete refund for the total amount of invoice. He and I spoke at length over the phone prior to my sending the check and it was my understanding that this would satisfy his uneasiness. A few days later I received my invoice and check back in the mail and he had marked on the envelope that my comments in the note section were unacceptable. I am unclear as to how or why they would be unacceptable as nothing written in the notes section was different from the discussion as I understood it. Our lengthy telephone conversation was precipitated by a negative review he had submitted via the yelp platform. He contends that we (DMC Transmissions inc.) rendered service to his Jeep that was unnecessary or otherwise not required. I have tried on several occasions, unsuccessfully, to reason with the Consumer and prove that his position is inaccurate. With respect to his original transmission failure, the under drive clutch assembly was significantly overheated and burned. The root cause for the damage was low primary line pressure at the pump assembly. What was not clear at the time was that the line pressure was low because the on board computers were monitoring a lean condition at the right engine bank. Apparently the Consumer had cylinder head repairs performed at a local repair shop prior to visiting DMC and those engine repairs were not completed properly. The result of the faulty repairs were subsequent low line pressure which resulted in the underdrive clutch failure. (Why he chooses not to obtain a refund from that shop is a mystery) During the diagnosis period, I initiated a Technical Assistance case with both the Regional Chrysler Tech Authority office and also consulted with the local Chrysler dealership here in Ventura. At my request, the Transmission Tech at the local branch visited DMC with the Chrysler DRB 3 factory diagnostic equipment and determined that the communication speed between ECM (Engine Control Module) and TCM (Transmission Control Module) was below factory baud rate. Factory class 2 serial data speed is 14,400 BPS, the Consumer’s control module was communicating at or near 8,000 BPS. It was at that time I recommended a new ECM/TCM combination. I also recorded the serial data stream information onto my computer hard drive (which I currently have) that clearly demonstrates how and why we arrived at the decision to replace the onboard TCM assemblies. In any event, at the end of the day, regardless of how much proof and/or evidence I submitted to the Consumer he felt convinced otherwise. So, as I indicate in my invoice (attached), in an effort to restore customer confidence I/we here at DMC chose to refund the Consumer for his computer purchase...even though both onboard computers on his vehicle are factory new with the latest calibration files installed. In closing, I'd like to add that I am confident in the repairs that were rendered to the Consumer. We at no time were duplicitous, deceptive or unprofessional, in fact it was DMC that initiated further engine diagnosis at a reputable engine repair facility which should prove conclusively my sincerest desires for the Consumer to be pleased with our level of commitment to his vehicle. It was and still is my desire for the Consumer to be pleased with the repairs to his vehicle. His nationwide warranty is for the full complement of 3 years or 50,000 miles whichever occurs first. I wish the Consumer only the best and while it's difficult to process through these things I will try to see his point of view, I only ask that he see ours.

Consumer

Response:

Review: 10550652

I am rejecting this response because:Why was the Jeep not even test driven to see if the problem had been eliminated prior to receiving payment and giving it to customer !! The transmission was working fine except for the down shifting, and shifting back up under acceleration. Whatever DMC Transmission did to the Jeep did not change anything.

Review: We made an appointment for repair, when asked what repairs we needed we said: tune up and over heating issue. We dropped car off husband spoke with, D[redacted], we left car for repair. Car picked up on Friday, paid $600. While driving home from work on Monday, car overheated. Contacted DMC, left car Wednesday night; I called for update in Thursday they didn't have time to check out car. Friday at 2pm, D[redacted] calls to tell me that we need a new radiator for cost of $800+, possible a new water pump because he was unable to get enough pressure to see if pump is working or not. I told D[redacted] that I felt taken advantage of as we had just had car in for repairs; where we told him overheating was one the main issue and now he is telling me that I need to pay at least another $800. D[redacted] told me that paperwork stated "tune up", so that is what they did. I responded that that was what, Nancy, their receptionist entered but that there was a discussion when we dropped car off where D[redacted] was told about overheating and that D[redacted] told us tune ups is an obsolete term. I told D[redacted] I would pick up mr car. I took car to a radiator place for a second opinion, where I was told there is nothing wrong with radiator or water pump. Car was overheating because there was an electrical issue causing fans not to turn on so which in turn overheats car. My complaint is that DMC didn't not repair our car causing potential danger as we thought overheating issue was repaired, did not provide customer service and tried to use "tune up" as cause for duping us out of $600, attempting to get me to authorize replacement of radiator when not needed. Very dishonest. If DMC contends that my car needs a new radiator and that they are not dishonest, I have invoice of fan repair and car works great.Desired Settlement: I would like a partial refund of original repairs of $600+ as far as we are concerned DMC did not fix what we asked which was cause of car overheating.

Business

Response:

As stated by the Business. I've taken the time to review your email with the attached complaint from Ms. M[redacted], I've also reviewed the repair documents associated with the 2007 Chevrolet Equinox.