Edward D Jones & Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am dissapointed that [redacted] has chosen to accuse me of fraud rather than to make any effort to specifically address issues noted in my initial letter The lingering issue that bothers me the most is the misrepresentation of the warranty for the parts and labor I was intentionally misled, by what appears to be a standard business practice there, that the transmission would be covered under their nationwide warranty I would not have a chosen a premium [redacted] center to replace my transmission if I knew in advance that it would not be covered by any warranty whatsoever Again, I was only given a copy of the warranty after I paid for the work I can overlook the misunderstandings, disagreements, and even the poor customer service but I feel that I should receive a warranty on the transmission including labor I have attached a copy of the warranty which is found on the BACK page of the invoice If the Revdex.com feels that that this type of misrepresentation is acceptable, especially by its ethics award winner, then I guess there is nothing more I can do If this misrepresentation is deemed inappropriate, or as I see fraudulent, then I think some type of compensation is to be expected Regards, [redacted]

As we have stated previously to Mr [redacted] , if there is an issue with the transmission we installed, we stand by our warranty and would be happy to take another look at it for himAt the time of our last inspection, we found no issues with the transmissionOur warranty is months / miles, if he takes it to another [redacted] location and they find a issue we will honor our warranty

We take all complaints very seriously, including this one However, I would like to address a number of issues First, the customer was never told that the diagnostic fees would go towards the cost of the repair The diagnostic fees we charge are never rolled into the repairs That cost is a separate charge for the technician’s time and expertise to diagnose the customer’s complaint Second, the rear differential inspection was not suggested by us, but requested by the customer He was told that if there was aconcern with the differential, we could inspect it at “X” cost Per the inspection, there were minor issues discovered, but no safety or operation issues were found He was given an estimated cost to address the differential at the same time as the other repairs to save on labor costs When Aaron picked up the car the first time and brought it back, there was not any noise in fifth gear, but the transmission reverse failed It was then disassembled and repaired On the test drive we felt a misfire in the fifth gear As a customer satisfaction, we replaced the coil twice for him having to bring the car back After returning to us for the 3rd time, there was no mention of an issue with a noise in 5th gear Aaron told me he had work done at a shop in Salt Lake I responded if it was a [redacted] ***, they had a nationwide warranty He had the manager of [redacted] call me about the rear end noise work they performed on 11/13/and the service they performed on the rear differential on 3/25/Left rear axle seal noise was howling, they stated there was no warranty The customer also does not mention that the ignition coil, plugs and wire set along with $worth of gas were installed in the customer’s vehicle at no charge to him He does not state in his report that the shifter boot had been removed prior to his last visit to our facility At this point, when he came in for the third time with issues, I, ***, stated that the customer could get a second opinion from a Ford dealership and if there was a confirmed issue directly related to our repairs, we would definitely address it If Aaron would replace the gear shift boot and other items that were removed from the vehicle (see attached diagram) we would be happy to do a test drive with himHaving those items removed, there was no way to differentiate the noise of the transmission working properly and any abnoise or street noise that was heard After the repairs to his vehicle were made, Aaron called and asked if the rear end could be done under the “peace of mind warranty” He basically was asking us to defraud our own warranty companyWe explained to him this could not be done and we would be happy to given him the best price we could for the rear end work With his mindset to try to defraud our warranty company, removal of the shifter boot prior to his last visit to our shop and lack of full disclosure of what we provided him, we believe this complaint is without merit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am dissapointed that [redacted] has chosen to accuse me of fraud rather than to make any effort to specifically address issues noted in my initial letter. 
The lingering issue that bothers me the most is the misrepresentation of the warranty for the parts and labor.  I was intentionally misled, by what appears to be a standard business practice there, that the transmission would be covered under their nationwide warranty.  I would not have a chosen a premium [redacted] center to replace my transmission if I knew in advance that it would not be covered by any warranty whatsoever.  Again, I was only given a copy of the warranty after I paid for the work.  I can overlook the misunderstandings, disagreements, and even the poor customer service but I feel that I should receive a warranty on the transmission including labor.  I have attached a copy of the warranty which is found on the BACK page of  the invoice.
If the Revdex.com feels that that this type of misrepresentation is acceptable, especially by its 2014 ethics award winner, then I guess there is nothing more I can do.  If this misrepresentation is deemed inappropriate, or as I see fraudulent, then I think some type of compensation is to be expected.
Regards, 
[redacted]

We take all complaints very seriously, including this one.  However, I would like to address a number of issues.  
First, the customer was never told that the diagnostic fees would go towards the cost of the repair.  The diagnostic fees we charge are...

never rolled into the repairs.  That cost is a separate charge for the technician’s time and expertise to diagnose the customer’s complaint.
Second, the rear differential inspection was not suggested by us, but requested by the customer.  He was told that if there was aconcern with the differential, we could inspect it at “X” cost.  Per the inspection, there were minor issues discovered, but no safety or operation issues were found.  He was given an estimated cost to address the differential at the same time as the other repairs to save on labor costs.
When Aaron picked up the car the first time and brought it back, there was not any noise in fifth gear, but the transmission reverse failed.  It was then disassembled and repaired.  On the test drive we felt a misfire in the fifth gear.  As a customer satisfaction, we replaced the coil twice for him having to bring the car back.
After returning to us for the 3rd time, there was no mention of an issue with a noise in 5th gear.
Aaron told me he had work done at a shop in Salt Lake.  I responded if it was a [redacted], they had a nationwide warranty.  He had the manager of [redacted] call me about the rear end noise work they performed on 11/13/13 and the service they performed on the rear differential on 3/25/14. Left rear axle seal noise was howling, they stated there was no warranty.
The customer also does not mention that the ignition coil, plugs and wire set along with $30 worth of gas were installed in the customer’s vehicle at no charge to him. 
He does not state in his report that the shifter boot had been removed prior to his last visit to our facility.   At this point, when he came in for the third time with issues, I, [redacted], stated that the customer could get a second opinion from a Ford dealership and if there was a confirmed issue directly related to our repairs, we would definitely address it. 
If Aaron would replace the gear shift boot and other items that were removed from the vehicle (see attached diagram) we would be happy to do a test drive with him. Having those items removed, there was no way to differentiate the normal noise of the transmission working properly and any abnormal noise or street noise that was heard.
After the repairs to his vehicle were made, Aaron called and asked if the rear end could be done under the “peace of mind warranty”.  He basically was asking us to defraud our own warranty company. We explained to him this could not be done and we would be happy to given him the best price we could for the rear end work.
With his mindset to try to defraud our warranty company, removal of the shifter boot prior to his last visit to our shop and lack of full disclosure of what we provided him, we believe this complaint is without merit.

As we have stated previously to Mr. [redacted], if there is an issue with the transmission we installed, we stand by our warranty and would be happy to take another look at it for him. At the time of our last inspection, we found no issues with the transmission. Our warranty is 24 months / 24000 miles, if he takes it to another [redacted] location and they find a issue we will honor our warranty.