My name is Koa and I work at Dunks Performance in Springfield, OregonWe have recently received a letter informing us of a complaint that was filed against us from a *** ***The assigned ID number is ***Apparently the current state of the complaint is closed but it has come to my
attention that we are able to reopen the file via a written response
Mr*** states that we installed the wrong gears in his Nissan Titan truck and that led to transmission and transfer case problemsHe also states that we have been unwilling to help him in resolving his issues
Mr*** came to our shop in April of to rebuild his rear endHe stated that his rear gearing was going out and that he wished to replace his rear gearing back to proper operating statusUpon arrival at our shop, our manager Casey asked Mr*** what his current rear gear ratio was so that we could get the proper parts orderedMr*** stated that his rear gear ratio was When asked how he knew this he replied that he had called the Nissan dealership with this vehicle identification number and that a representative at the Nissan dealership told him that based on his VIN number, his rear gear ratio was Since we would normally call the dealership with a client’s VIN number to verify parts, we were confident in what Mr*** had told us was his gear ratio
With parts in, we installed the gears like we were hired to doUpon reversing the truck out of our shop, while in 4-wheel drive, the truck did not moveThis meant that the rear gear ratio and the front gear ratio were different, which is why the truck did not moveMr*** had told us the wrong gear ratioUpon further investigation we found that the proper gear ratio the customer needed was We alerted the customer of the issueHe asked if there would be any issues with his transmission if he were to leave the gears we installed, to which we replied there shouldn’t beIf the truck were not put in 4-wheel drive, it would just run off of one gear ratio, which would be the rearThis would mean that there would be issue for the transmission
However, he was alerted that if he would like to use 4-wheel drive then he would need to match front and rear gear ratios
Mr*** took his truck, paid his bill and left the shopVia the complaint that was filed, Mr*** says that his truck has transmission overheating problems and a shuttering problemHe also states that we have been reluctant to help him in any wayMr*** has called a few times and we have never denied his callsThere have been two instances where he has asked for Casey in particular and Casey was in the shop busy on a jobWhen a tech is very preoccupied on a task, especially welding like Casey was, I will not pull him off the job for safety reasons
However, I transferred Mr*** over to Mike, our owner/founderMike had a few lengthy conversations with Mr***We sold Mr*** the correct gears that he needed at a discounted priceWe also offered to discount labor on installing the correct gears, which he denied
In terms of the transmission, we would like to know what led to Mr*** thinking that his transmission was overheatingWithout a gauge hooked up to read transmission temperature directly, Mr*** would not be able to definitively tell if his transmission was overheating or notWe are not refuting his claim, just simply making a pointIn terms of the transfer case, we told Mr*** that he should not put the truck in 4-wheel drive with two different gear ratios in the truck, this would cause damage to the transfer case
As mentioned before, we sold Mr*** the correct gears at a discounted price and also offered a discounted rate to install the gears, of which he deniedIn terms of his comment on reprogramming the computer to accept the gears, we told Mr*** that we would pay up to
$to go to a dealership to reprogram his computerHowever, Mike called the Nissan dealership in Eugene to confirm that this could be doneThe response that we were given is that this is not possible, there is no such thing as reprogramming the computer to accept gears
We hope that you get this response in a timely manner and we look forward to hearing back from you
Sincerely,
Koa, Mike, Casey & the Dunks Performance Team
My name is Koa and I work at Dunks Performance in Springfield, OregonWe have recently received a letter informing us of a complaint that was filed against us from a *** ***The assigned ID number is ***Apparently the current state of the complaint is closed but it has come to my
attention that we are able to reopen the file via a written response
Mr*** states that we installed the wrong gears in his Nissan Titan truck and that led to transmission and transfer case problemsHe also states that we have been unwilling to help him in resolving his issues
Mr*** came to our shop in April of to rebuild his rear endHe stated that his rear gearing was going out and that he wished to replace his rear gearing back to proper operating statusUpon arrival at our shop, our manager Casey asked Mr*** what his current rear gear ratio was so that we could get the proper parts orderedMr*** stated that his rear gear ratio was When asked how he knew this he replied that he had called the Nissan dealership with this vehicle identification number and that a representative at the Nissan dealership told him that based on his VIN number, his rear gear ratio was Since we would normally call the dealership with a client’s VIN number to verify parts, we were confident in what Mr*** had told us was his gear ratio
With parts in, we installed the gears like we were hired to doUpon reversing the truck out of our shop, while in 4-wheel drive, the truck did not moveThis meant that the rear gear ratio and the front gear ratio were different, which is why the truck did not moveMr*** had told us the wrong gear ratioUpon further investigation we found that the proper gear ratio the customer needed was We alerted the customer of the issueHe asked if there would be any issues with his transmission if he were to leave the gears we installed, to which we replied there shouldn’t beIf the truck were not put in 4-wheel drive, it would just run off of one gear ratio, which would be the rearThis would mean that there would be issue for the transmission
However, he was alerted that if he would like to use 4-wheel drive then he would need to match front and rear gear ratios
Mr*** took his truck, paid his bill and left the shopVia the complaint that was filed, Mr*** says that his truck has transmission overheating problems and a shuttering problemHe also states that we have been reluctant to help him in any wayMr*** has called a few times and we have never denied his callsThere have been two instances where he has asked for Casey in particular and Casey was in the shop busy on a jobWhen a tech is very preoccupied on a task, especially welding like Casey was, I will not pull him off the job for safety reasons
However, I transferred Mr*** over to Mike, our owner/founderMike had a few lengthy conversations with Mr***We sold Mr*** the correct gears that he needed at a discounted priceWe also offered to discount labor on installing the correct gears, which he denied
In terms of the transmission, we would like to know what led to Mr*** thinking that his transmission was overheatingWithout a gauge hooked up to read transmission temperature directly, Mr*** would not be able to definitively tell if his transmission was overheating or notWe are not refuting his claim, just simply making a pointIn terms of the transfer case, we told Mr*** that he should not put the truck in 4-wheel drive with two different gear ratios in the truck, this would cause damage to the transfer case
As mentioned before, we sold Mr*** the correct gears at a discounted price and also offered a discounted rate to install the gears, of which he deniedIn terms of his comment on reprogramming the computer to accept the gears, we told Mr*** that we would pay up to
$to go to a dealership to reprogram his computerHowever, Mike called the Nissan dealership in Eugene to confirm that this could be doneThe response that we were given is that this is not possible, there is no such thing as reprogramming the computer to accept gears
We hope that you get this response in a timely manner and we look forward to hearing back from you
Sincerely,
Koa, Mike, Casey & the Dunks Performance Team