IN ANSWERS TO THE MULTIPLE QUERYS I TALKED TO [redacted] ANN HEREAFTER REFERRED TO AS CUSTOMER AND SHE BASICALLY EXPLAINED FAIRLY CLOSE TO HER COMPLAINTS IN THIS COMMUNICATION AND I EXPLAINED THAT THE TORQUE CONVERTER WAS MISPLACED AND HAS BEEN AND STILL IS AT SHOP FOR HER TO PICK UP ANY TIME SHE WISHES...
DURING NORMAL BUTS. HOURS. AS FAR AS HER MISSING. KEY COMPLAINT I TOLD HER AT THAT TIME AND IS STILL VALID TO BRING US A KEY AND WE WILL GO GET A KEY CUT FOR HER WHILE SHE WAITS AT NO CHARGE WITH OUR APPOLOGIES. AS FAR AS HER RUSTY PARTS COMPLAINT HER COOLER SECTION ON HER RADIATOR IS BAD AND LEAKING COOLANT AND WATER INTO HER TRANS AND THAT'S EHY THE PARTS WERE RUSTY I DID NOT KNOW THIS AT TIME OF OUR CONVERSATION SO I TOLD HER WE WOULD BE GLAD TO REPLACE SAID PARTS IF SHE JUST WANTED TO COME IN IN LIGHT OF THIS SITUATION I WILL STILL DO THAT IF SHE LIKES REGUARDLESS OF NO FAULT. AS FAR AS HER DOOR LOCK BEING BROKEN I EXPLAINED WE DID NOT DO THIS SAID DAMAGE AS IT WAS PREVIOUSLY NOTATED ON HER REPAIR ORDER HOWEVER IF SHE WANTED TO BRING IN VEHICLE WE WOULD REPAIR AT NO CHARGE TO HER REGUARDLESS OF NO FAULT, SHE TOLD ME VEHICLE WAS LOCKED AND WE BTROKE DOOR BREAKING INTO VEHICLE HOWEVER HER BOYFRIEND YELLED AT US FOR VEHICLE BEING UNLOCKED SO IM NOT SURE WHICH IS CORRECT OTHER THAN IUT WAS PREVIOUSLY EXISTING DAMAGE EITHER WAY. AS FAR AS HER COMPLAINT FOR HER TRANS NOT BEING TORN DOWN ALL THE WAY THE DAMAGE ON HER TRANS WAS SO SEVERE THAT THE DRUMS WERE WELDED INSIDE THE TRANSMISSION AND COULD NOT BE REMOVRED WITHOUT FURTHER DAMAGE TO TRANS ACCOMPANIED BY THE FACT THAT AFTER AUTHORIZING THE REMOVAL OF TRANSMISSION FOR FUTHER INSPECTION AND AGREEING TO PAY $395.00 FOR THAT PORTION OF SERVICE BY GIVING HER BIRTHDATE OF 10/19/67 SHE THEN DECIDED TO NOT AUTHORIZE ANYTHING FURTHER. AS FAR AS HER WANTING A FULL REFUND SHE LEGALLY AUTHORIZED REMOVAL AND INSPECTION AND THAT WORK WAS COMPLETED AS SHE ASKED AND AUTHORIZED. CUSTOMER THEN TOLD ME SHE WOULD TALK TO HER BOYFRIEND AND DO JUST THAT SOMETIME IN THE FURURE HOWEVER AT THIS TIME THEY HAD NO MONEY FOR ANY FURTHER REPAIRS,I'M STILL WILLING TO WORK WITH HER IF SHE LIKES AS NE CALLED AND LEFT MULTPLE MESSAGES WITH HER VOICEMAIL AND AS OF TODAYS DATE 05/26/2015 SHE HAS NOT RESPONDED AS PROMISED IN ANY WAY OTHER THAN THIS BOB COMPLAINT, WE AT EDWARDS TRANSMISSION HOLD OUR CUSTOMER SATISFACTION IN THE HIGHEST REGUARD AND LOOK FORWARD TO HELPING THEM OUT IN THE FUTURE.THANK YOU FOR YOUR TIME IN THIS MOST IMPORTANT OF MATTERS.MARK W[redacted] GM EDWARDS TRANSMISSION (317)438-7137
The reason we asked the customer to provide proof of the purchase was they insisted they had a 12 month warranty on radiator, our records show something different. There is no dispute over the payment it was only as to if there was a warranty or not. I have attached our receipts that show there is NO warranty. We however in an interest of customer good will, replaced their radiator at no cost to them. I disagree that there is any refund due. We consider this a closed matter.Carla [redacted]Vice PresidentEdward's Transmission Exchange, Inc.317-635-4215
Revdex.com:i no longer own the vehicle so my business with Edwards is completed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
When Ms. [redacted] brought her vehicle to us it had a transmission error code :Transmission Temperature Sensor. This code detects an overheating in the transmission. The test drive of the vehicle indicated the transmission was not shifting properly, It had a very hard or bang shift between 2nd and 3rd...
gears and was barely working. We advised Ms. [redacted] of these findings and explained that there was evidence of internal transmission failure and that we would need to remove, disassemble and Inspect the transmission to determine the extent of the damage and provide an estimate to replace the needed parts. We always advise our customers of this procedure "RDI' remove, disassemble and Inspection because we are the experts and realize often the customer doesn't order stand the severity of this authorization. The majority of these conversations are over the phone due to the fact these repairs take more than a day. We ask the customers for something personal for authorization to move forward to bring attention to the authorization, for example their date of birth or last 4 of their ssn. If the customer is apprehensive or not fully understanding they will inquire as to the reason we would need that Information from them, we will reiterate that they authorizing us to remove the transmission from their vehicle. In Ms. [redacted]'s case she provided her date of birth as authorization. Ms. [redacted]'s transmission is excessively damaged, the clutches are baked from overheating the pins have backed out of the planetary. There is NO WAY possible to put the component parts of her transmission back together. I have enclosed a diagram of the type of transmission belonging to Ms. [redacted] to help understand the impossibility tore· assemble her transmission. In the diagram on row C,D and E all those parts have been effected. We haven't charged Ms. [redacted] anything for our labor, she Is free to have her vehicle towed at her expense if she chooses. We disagree with Ms. [redacted] that she wasn't able to make an informed decision we also disagree with her suggested desired settlement of a replacement transmission for free. Carla T[redacted], Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-6154215 edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
IN RESPONSE TO MR [redacted] RESPONSEI AM TRULY SORRY HIS VEHICLES TRANS IS GOING OUT BUT IT WILL CONTINUE TO DO WHAT IT WANTS TO DO UNTIL IT GOES OUT AND WOULD HAVE DONE THE SAME IN HIS DRIVEWAY OR IF HE PARKED IT AT THE MALL HOWEVER WE ARE WILLING TO WORK WITH HIM AND HAVE BEEN TRYING TO GET AHOLD OF HIM AS I HAVE LEFT SEVERAL MESSAGES BUT HE WONT ANSWER OR CALL BACKTHANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERSMARK W[redacted] GENERAL MANAGERVEHICLE MILEAGE WAS 186,749.2
Ms. [redacted]'s 2005 Chevrolet Equinox arrived at the Michigan Rd location1/11/17 with a failed transmission-vehicle would not move. The transmission repairs were authorized and performed. While performing the final road test, the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnostics. Ms. [redacted] was provided with an estimate for these repairs, and declined any further services at the time of delivery 01/27/17.Ms. [redacted] than began calling several times a day, to complain about the repairs that she had declined, repairs that we had not performed. Spencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $3000 for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, 2017 at 7:15 AM to open the Michigan Rd location, he discovered Ms. [redacted] had dropped the vehicle off the previous evening, but did not park the vehicle in a designated parking space. She did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS. I made contact with Ms. [redacted], convinced her to bring the keys to the vehicle with the threat of having the vehicle impounded if she did not bring the keys immediately.When Ms. [redacted] arrived, I had an extensive conversation with her and discovered the engine had overheated, there was steam from under the hood. We diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to her. We also had to put gas in the car, as it arrived nearly empty, and ran out of gas on the final road test, stranding the shop foreman on the side of 71st street. The transmission performed flawlessly at that time. I advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussed. Once again, Ms [redacted] stated, "I paid you a lot of money, there better not be anything else wrong with my car".Ms [redacted] continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORM. I explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission, we would be happy to stand behind our repairs 100% parts and labor.This vehicle is 12 years old with 143,000 miles, and has been severely neglected and abused. This vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W[redacted], General Manager
This is the response from our General Manager Michael W[redacted]: Ms.[redacted]'s vehicle has been diagnosed with SEVERE engine drivability concerns (neglect-lack of maintenance) as diagnosed by not only myself, but also ETE Wholesale warranty technician Keith H[redacted]. Multiple misfires (Spark plug...
wires arcing together and into the engine oil dipstick tube, spark plugs, etc.),with no defects in the transmission replacement components or craftsmanship of the rebuild. The torque converter is operating properly, as commanded bythe onboard computer,and the.poor engine drivability symptoms are manifesting through the entire vehicle,not just the transmission.Simply put,the engine performance is very poor due to severe neglect and lack of maintenance. Despite Ms. [redacted]'s self-diagnosis, Internet and/or YouTube diagnosis,this vehicle has been PROPERLY diagnosed by two ASE certified technicians, an estimate prepared and presented to Ms.[redacted]. She has declined PAYING for other needed repairs to HER vehicle, the vehicle that SHE owns and neglects, and the vehicle that she is SOLELY responsible for maintaining. Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-635-4215 edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mark (the person responding to this complaint) was the person I dealt with when I took my vehicle in to have it checked. Richard (the manager) called me when he got back from vacation and began to go over the information on my truck. I told him Mark had already gone over the information with me. The day I went in to pick up my truck to take it home Mark was not there but Richard was. I told him I was taking my truck home and would be back when I had the money to have it fixed. When I brought the truck in IT WAS DRIVEABLE, I had had no problems with getting it to shift other than slight hesitation between gears. There was no indicator lights on the dash board lit up. When I went back to pick it up it would not shift into reverse without revving the engine multiple times. It did not drive home in the same operating condition as it was in when I drove it to their business. I cannot fathom how a vehicle could have such major changes in performance by just sitting in a lot. I am not asking for them to completely repair the vehicle to new condition. I just want it returned to the driveable condition it was before I brought it to them to be looked at. I am not even sure I could drive it back to their facility without an issue. The day I called to question my trucks current condition I ask to speak to Mark and was told that he hardly ever comes in and Richard got on the phone. When I questioned him about my vehicles current condition and how it differed from the condition it was in when I brought it to the facility he told me they did nothing other than look at it. I questioned how it could have gone into such a messed up state just sitting on the lot his “exact” response and I quote was “ you people really are stupid” at that point I knew it was no further use talking to him so I told him I was filing a complaint with the Revdex.com and the Attorney General’s Office.I would still consider using Edwards to fix my transmission when the time comes because when I dealt with Mark he seem honest and pleasant. Based on a conversation I heard between Rich and a customer on the phone the day I came to pick up my truck and the way I was treated on the phone by him I would not deal with him for anything.I would be happy to discuss the situation with Mark via the phone.
Regards,
[redacted]
In response to [redacted] Complaint, apparently the manager made a mistake, in to the Transmission bell Housing being cracked. In which this wouldn't have affected the transmission leaking anyway. As I explained to the customer on the phone, we have certain procedures in place, as stop gaps, ie( the...
technician upon removal of trans, would have caught it, the foreman, would have caught it, and the builder himself would have caught it). And upon discovering such a mistake, as I explained to the customer, we would have reinstalled the transmission at no cost to him, if he decided not to have any repair work done, and that was explained to him over the phone, and at that time the customer understood.A vehicle with the amount of mileage on the transmission will not just purge all the transmission fluid out without some kind of internal damage. The customer also agreed with this theory as well. If the customer would had let us proceed with the diagnosis, we would have been able to find the actual cause, and there would not have been a need to tow the vehicle back. As humans we all make mistakes, however our procedures would have caught this, as there was zero malicious intent whatsoever.Thank You for time and consideration in this most important of matters.Mark W[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NOW SPENCER IS BEING OUTRIGHT DISHONEST AND NOT ADDRESSING THE MAIN ISSUES. THE GAS AND THE FALSE ADVERTISEMENT OF GIVING RIDES TO WORK IS THE LEAST OF MY CONCERNS. I NEVER EVER BROUGHT MY CAR TO THEM WITH THE GAS LIGHT ON THAT IS A BOLD LIE. BIT NOW WHEN A SHOP RECEIVES A CAR THE FIRST THING USUALLY DONE IS AN INSPECTION OF THE ENTIRE VEHICLE TO BE SURE OF THE PROBLEM. SPENCER IS BASICALLY SAYING THAT AN INSPECTION NOR A DIAGNOSTIC WAS COMPLETED BEFORE WORKING ON THE TRANSMISSION . NOW SPENCER JUST STATED ON HERE THAT THE VEHICLE DID NOT MOVE AT ALL WHEN HE RECEIVED IT.BUT ON THE RECEIPT I HAVE ITS STATES THAT THE VEHICLE WAS REVERSING BUT THERE WAS NO FORWARD ENGAGEMENT UNDER ROAD TEST. SO THAT MEANS THE CAR TURNED ON AND IT WAS ACCELERATING BACKWARD, JUST NOT FORWARD. SPENCER ALSO STATED THAT THE TRANSMISSION HAD TO BE REPAIRED BEFORE A ROAD TEST WAS COMPLETED. SPENCER KEEPS CONTRADICTING HIS SELF CAUSE IF THAT WAS THE CASE THEN THE TRANSMISSION WOULD BE THE ONLY ITEM IN THE INITIAL DIAGNOSIS AND REPAIR. THE CV JOINTS AND OIL CHANGE IS ALSO LISTED ON THE RECEIPT. THE CV JOINT IS NOT WITHIN THE TRANSMISSION. THE WHEELS MUST BE TAKING OFF TO PULL OUT THE DRIVESHAFT TO GET TO THE CV JOINTS. WHICH ALSO MEANS HE HAD TO SEEN THE CONDITION OF THE STRUTS AND OTHER PROBLEMS WITH THE CAR BEFORE GIVING ME AN ESTIMATE. SPENCER ALSO DID NOT ADDRESS WHY I WAS CHARGED FOR AN OIL CHANGE THAT WAS NOT COMPLETED. HE ALSO DID NOT RESPOND TO WHAT I WAS TOLD BY THE GENERAL MANAGER MIKE. WHEN SPENCER CALLED ME HE SPECIFICALLY TOLD ME EVERYTHING HE WAS FIXING WAS ALL THAT WAS WRONG WITH THE CAR AND THERE WERE NO OTHER ISSUES. BUT WHEN PICKING UP MY CAR, SPENCER TELLS ME AFTER I PAID THAT THERE ARE OTHER ISSUES WITH THE CAR. HE WROTE DOWN A QUOTE FOR THE STRUTS WHICH I HAVE ATTACHED. EDWARDS ATTEMPTED TO DO WORK ON MY CAR NOT KNOWING HOW TO FIX THE ISSUE. SPENCER KNOWS THERE IS ISSUES WITH THE TRANSMISSION I PAID TO HAVE THEM REBUILD TO FIX IT. THE PROBLEM DOES NOT NEED TO BE DUPLICATED BY HIM TO KNOW IT IS SOMETHING WRONG WITH IT. THERE ARE SEVERAL TRANSMISSION CODES READING FROM THE VEHICLE THAT INDICATES A PROBLEM WITHOUT EVEN DRIVING IT. THEY GAVE THE CAR BACK TO ME EACH TIME WITH IT READING THE SAME AND NEW TRANSMISSION CODES. IF THERE WASN’T AN ISSUE TRANSMISSION THESE ERROR CODES WOULDN’T SHOW. ONE OF THE CODES SHOWS THAT TORQUE CONVERTER IS SLIPPING TOO MUCH SO ITS NOT LOCKING UP PROPERLY MEANING THERE MAY NOT BE ENOUGH PRESSURE, CONVERTER MATERIAL NOT GOOD OR THE VALVE BODY IS FAULTY. NOW IN MY CASE IT GOES TO LIMP MODE AND THAT IS CAUSING THE CAR NOT TO ACCELERATE WHEN I HIT THE GAS. THEN WHEN I TURN OFF THE CAR IT RESETS THE COMPUTER AND RUNS NORMAL FOR AWHILE UNTIL IT LOOKS FOR THE FAULT AGAIN AND GOES BACK TO LIMP MODE. NOW THIS IS A KNOWN ISSUE WITH THESE TYPES OF TRANSMISSIONS. THE CAR ALSO DOES A HARD JERK WHEN I CHANGE GEARS. NOW IF MYSELF AND OTHER SHOPS CAN IDENTIFY THAT OUT RIGHT AWAY EDWARDS COULD HAD TOO IF THEY KNEW WHAT THEY WERE DOING. SPENCER AND MIKE KNOWINGLY GAVE ME THE CAR BACK IN THE SAME EXACT CONDITION EACH TIME. NOW THE LAST TIME I TOOK SPENCER THE CAR I SHOWED HIM SEVERAL VIDEOS OF WHAT IT WAS DOING. IF THEY DID NOT KNOW HOW TO FIX IT THEY SHOULD HAD NEVER AGREED TO DO SUCH WORK. SPENCER AND MARK HAVE BEEN COMPLETELY DISHONEST THEY KNOW LIKE I KNOW THEY DO NOT NEED TO REPLICATE THIS ISSUE TO HAD FIX IT, THERE IS NO GUESSING WITH THIS. SPENCER IS USING THIS AS AN EXCUSE FOR NOT KNOWING HOW TO FIX THE CAR. THE CODES ALWAYS BEEN THERE AND THEY DID NOT ADDRESS IT. THEY CONTINUED TO LIE AND TAKE ADVANTAGE OF ME ABOUT THE CONDITION OF THE CAR WASTING MY TIME AND MONEY. I RECENTLY JUST VISITED A REPUTABLE TRANSMISSION SHOP THAT TOLD ME THE EXACT ISSUE WITH THE TRANSMISSION. THEY EVEN STATED THAT EDWARDS SHOULD HAD BEEN ADDRESSED THE ISSUE WITH THE TYPE OF ERROR CODES BEING READ AND HOW IT DRIVES. THE WHOLE TRANSMISSION WILL NEED TO BE REBUILT OR NEWLY REPLACED TO FIX THE ISSUE. I WENT TO CARX THEY ALSO KNEW IT WAS A TRANSMISSION ISSUE. I WENT TO AUTOZONE TWICE RIGHT AFTER THEY GAVE MY CAR BACK TO AND STILL HAD THE SAME EXACT TRANSMISSION ERROR CODES BEING READ. I DO NOT TRUST THEM TO TOUCH MY VEHICLE ANY MORE AT THIS POINT. I WANT A FULL REFUND OR I’M GETTING LAWYERS INVOLVED ASAP BECAUSE THIS IS NOT THE FIRST TIME I HEARD SUCH BAD BUSINESS FROM EDWARDS. EDWARDS HAD NOT HANDED ME ANY RECEIPTS FOR EACH TIME I HAD TO BRING THE CAR BACK.I WANT RECEIPTS OF EVERYTHING THEY BOUGHT FOR MY CAR INCLUDING THE RECEIPT OF SUPPOSEDLY 10 DOLLARS BEING FUELED INTO MY CAR. ATTACHED IS PAPERWORK I RECEIVED FROM EDWARDS ON THE REPAIRS. ALSO ATTACHED IS AN ESTIMATE OF THE TRANSMISSION BEING REBUILT CORRECTLY AND PAPERS FROM AUTOZONE RUNNING DIAGNOSTICS. I CAN ONLY ATTACH 4 ITEMS BUT I ALSO HAVE A SCREENSHOT OF THERE OLD WEBSITE ADVERTISING RIDES TO WORK AND OTHER DOCUMENTS.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good Afternoon, I would like to start off by stating I am not a licensed mechanic. When I brought my vehicle to this company, I brought it in good faith that they would find the issue with my vehicle and fix what was wrong with it. In none of the conversations or printed material they have given me, had they stated anything about spark plugs, wires, or any engine issues for that matter. The first I heard about engine issues was after they had received the $2784 to rebuild my Transmission. Still to this day I am not completely sure on how to even read the bill they printed out (please see attached) because they charged me $595.40 for labor, 190.80 for my torque conv and another 1,790.40 for a transmission. If that is labor regarding the transmission, it should have been listed in the labor section, if not and they charged me for a separate transmission then that is another issue because they were supposed to be rebuilding mine. My problem with this whole situation is that when I took my vehicle to them, regardless of what I thought could have been the issue with it or not as a licensed mechanic and promoting their company as a transmission and engine repair shop, since my car had a condition that could have had multiple reasons for it, that should have been relayed to me as a customer before doing a pricey repair when the first diagnostic test was done, now to come to find out for the original issue that I was having is coming from a different source which will be another costly repair. If I was told in the beginning that I just needed a tune up and my spark plugs changed and that my engine was in need of repairs then I could have planned accordingly and got that issue taken care of first else where that would have not charged me the 6xx.xx that was quoted by them. I could have then came back and got my transmission fixed another time when I had the money. By not properly diagnosing my car the FIRST time I took it to them it left me with my transmission sitting in my trunk for months with no vehicle. Still to this day I have not received any proof or codes from them stating that my transmission was even broken because as previously stated there was not a check engine light on my car so they could not have ran a code on it from that. I am still awaiting proof not just word of mouth that my transmission actually needed the repair. At a customer stand point it appears they did a "fix" on my car (the transmission) and after they did the "fix" my car was still having the same issue and now they want to find something that is outside of my warranty to charge me for to fix the actual problem (a tune up) that could have been taken care of almost 6 months ago.
Regards,
[redacted]
This letter will serve as an explanation to the above referenced complaint filed by Mr. [redacted]. We greatly apologize for the inconvenience.
Mr. [redacted] brought his 2000 BMW to our shop on 7/22/14, (Repair Order [redacted]). The car would barely pull forward after running about 10 minutes. We...
determined there was internal transmission damage and would require an overhaul. We completed the work and delivered the vehicle on 7/28/2014. Mr. [redacted] brought the vehicle back on 9/22/2014 suggesting that it was not shifting correctly. We determined the transmission needed to be rebuilt at no cost pursuant to the warranty. We delivered the vehicle on 9/23/2014. We apologized to Mr. [redacted] for the delay do to parts coming from as far away as Germany. We offered Mr. [redacted] the rental car option through [redacted] Rental Cars. All of our shops are given the "corporate rate" to customers at their expense. Mr. [redacted] called our Shadeland Rd location on 10/1/2014 indicating his car would not go into reverse. Within 1 hour we had the vehicle towed to our Greenwood location that would be able to address the issue immediately. Per the warranty, vehicles are normally towed at the owner's expense. We paid for the tow. The vehicle was repaired and delivered to Mr. [redacted] on 10/3/2014. He was satisfied with the repair in a timely fashion. We delivered the vehicle to his wife's business. Mr. [redacted] stopped by the Greenwood location on Friday, October 10th and indicated all was well with his vehicle.
We feel that we have completely followed the designs of our warranty procedure and do regret the inconvenience and loss of use of this vehicle. We will certainly extend Mr. [redacted] warranty out for the time it was in the shop being repaired.
Sincerely,
[redacted] Manager
[redacted] CONTACTED EDWARDS TRANSMISSIONS KEYSTONE LOCATION ON OR ABOUT 25 MARCH 2015 AND STATED THAT THE RADIATOR IN HER 2001 CHEVROLET SUBURBAN WAS LEAKING COOLANT, AND THAT WE INSTALLED THE RADIATOR LAST YEAR. WE INVITED MRS. [redacted] IN FOR A NO-CHARGE DIAGNOSIS, AND SHE DROPPED OFF THE...
VEHICLE 1 APRIL 2015.WE DETERMINED THAT THE RADIATOR WAS INDEED LEAKING. MRS. [redacted] COULD NOT PRODUCE AP PAID INVOICE FOR THE PREVIOUS REPAIRS, AND A SEARCH OF OUR COMPUTER RECORDS INDICATED SOME SORT OF A REPAIRS WERE PERFORMED. (X2), HOWEVER THE REPAIR ORDERS WERE MARKED AS "140 WARRANTY", AND ONLY LABOR SERVICES WERE PROVIDED. IT IS POSSIBLE THAT THE [redacted]'S PROVIDED THEIR OWN REPLACEMENT RADIATOR, HENCE THE LABOR "NO WARRANTY" RECORDS. AND THE PREVIOUS STORE MANAGER COULD NOT BE REACHED FOR DETAILS.THE CURRENT STORE MANAGER ADVISED MRS. [redacted] THAT THERE IS NO PURCHASE HISTORY FOR A REPLACEMENT RADIATOR FROM EDWARDS TRANSMISSIONS TI4ROUGH ITS VARIOUS SUPPLIERS. HOWEVER, MRS. [redacted] WAS ALSO ADVISED, THAT AS A GOODWILL GESTURE AND THROUGH PARTICIPATION BY A TRUSTED SUPPLIER, THAT A REPLACEMENT RADIATOR WOULD BE SUPPLIED AT NO CHARGE TO HER.. THE LABOR, HOWEVER, WOULD HAVE TO BE PAID TO EDWARDS TRANSMISSIONS TO INSTALL SAID RADIATOR, AS PREVIOUS RECORDS DID INDICATE "NO WARRANTY" ON PREVIOUS REPAIRS. MRS. PUCKETTE DID NOT FIND THIS SOLUTION ACCEPTABLE. AFTER MUCH CONSIDERATION BY THE STORE MANAGER, IT WAS DECIDED THAT, FROM A CUSTOMER SATISFACTION STANDPOINT, THE CORRECT COURSE OF ACTION WOULD BE TO REPLACE THE RADIATOR IN MRS. [redacted]'S VEHICLE AT NO CHARGE TO HER. THE REPAIRS WERE PERFORMED ON 3 APRIL 2015 AND THE VEHICLE WAS DELIVERED BACK TO MRS. [redacted] THE SAME DAY AT NO CHARGE TO HER.
TO Revdex.com ATTN [redacted], REF [redacted] IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/2016 ON OR ABOUT 07/13/2016, MR [redacted] BROUGHT IN A 2005 FORD F150 TO OUR GREENWOOD LOCATION COMPLAINING OF IT LEAKING AND LAGGING ON SHIFTS, RICHARD THE STORE MANAGER WAS OUT ON VACATION,...
SO I WAS RUNNING THE STORE IN HIS ABSENCE, 50 I KNOW FOR A FACT I NEVER TOLD THE CUSTOMER WE WERE BACKED UP, BUT THAT THERE WERE A FEW VEHICLES IN FRONT OF HIM. UPON INITIAL CHECKOUT, JAY OUR SERVICE MANAGER TEST DROVE VEHICLE AND FOUND THERE WAS A DELAY INTO REVERSE,AND THAT THE FLUID WAS LOW AND DISCOLORED AND THE ENGINE WAS RUNNING VERY ROUGHLY, I THEN PROCEDURALLY CALLED CUSTOMER TO REPORT SAID FINDINGS AND TO LET HIM KNOW THAT WE WOULD THEN BE PROCEEDING TO THE LIFT INSPECTION PORTION OF THE VEHICLE CHECKOUT PROCEDURE. THEN AT THE TIME OF THE LIFT INSPECTION, JAY FOUND THE ENGINE TO BE LEAKING, AT WHAT APPEARED TO BE THE REAR MAIN SEAL,AS SO MANY OF THE FORD VEHICLES ARE KNOWN FOR, AS THIS TO BE A COMMON OCCURRENCE, ALSO THAT THE TRANSMISSION WAS LEAKING FROM THE FILL TUBEO RING AND THE FRONT SEAL AREA, UPON FURTHER INSPECTION HE ALSO FOUND SOME METAL DEBRIS IN THE SUMP PAN, AND THAT THE REAR DIFFERENTIAL PINION SEAL WAS ALSO STARTING TO LEAK. BECAUSE OF THE REAR MAIN SEAL LEAK, JAY THEN PROCEEDED TO CHECK THE ENGINE OIL AND FOUND NO OIL ON THE DIPSTICK, OF WHICH THIS IS VERY DANGEROUS ON ANY VEHICLE BUT EVEN MORE SO ON THIS PARTICULAR VEHICLE BECAUSE IT HAS A 5.4 VARIABLE VALVE TIMING ENGINE,OF WHICH THE OIL LEVEL, OIL TYPE AND VISCOSITY ARE ALL El XTREMELY IMPORTANT, AS IF ANY OF THESE ARE NOT STRICTLY ADHEARED TO IT WILL MAKE THE ENGINE RUN EXTREMELY ROUGH, (AS IT WAS) AND CAN DAMAGE THE CAM PHASERS AND CAN CAUSE PERMANENT DAMAGE TO THE ENGINE. JAY THEN PROCEEDED TO SCAN THE VEHICLE FOR TROUBLE CODES AND CAME UP WITH 1 ANTI LOCK BRAKING SYTEM CODE, 2 PATS CODES, 2 CLUSTER CODES AND 5 TRANSFER CASE CODES RELATED TO POWER. I THEN PROCEEDED TO CALL THE CUSTOMER, FOR THE 2ndUPDATE CALL AND TO APRISE HIM OF WHAT WE HAD FOUND TO THAT POINT AND FURTHERMORE, WHAT NEEDED TO BE DONE TO REPAIR SAID VEHICLE AND MOST IMPORTANTLY ABOUT THE OIL LEVEL AND ITS RELAVANCE TO THE DRIVABILITY AND RUNABILITY AND POSSIBLE DAMAGE TO HIS ENGINE. THE CUSTOMER AT THAT TIME SAID HE DID NOT HAVE THE MONEY FOR ANY REPAIRS AT THAT TIME AND SAID THAT WE SHOULD JUST SET IT TO THE SIDE AND THAT HE WOULD BE IN TO PICK IT UP WHENEVER HE COULD AND THAT WAS THE LAST TIME I HEARD FROM HIM UNTILL I WAS GIVEN THIS COMPLAINT IN WHICH TO PERUSE. I ASKED RICHARD ABOUT HIS PHONE CALL TO SAID CUSTOMER AND HE SAID HE WAS NOT RUDE TO THE CUSTOMER IN ANY WAY BUT THAT THE CUSTOMER WAS VERY UPSET, THAT HE CALLED AND TOLD HIM THAT HE HAD PREVIOUSLY TOLD ME HE DIDN'T HAVE THE MONEY TO FIX IT SO MY ONLY QUESTION IS IF WE NEVER CONTACTED THE CUSTOMER WHY WAS HE UPSET THAT WE CALLED HIM AGAIN AND SAYING THAT HE HAD ALREADY TOLD ME NO.????? WE AT EDWARDS TRANSMISSIONS VALUE OUR CUSTOMERS AND WILL ALWAYS TRY TO WORK WITH THEM AND I HAVE NO PROBLEM WORKING WITH HIM ON REPAIRING HIS VEHICLE AT MORE THAN A FAIR PRICE, HOWEVER WE CANNOT DO FREE WORK WHEN THESE CONDITIONS WERE PREXISTING AND WE FULLY EXPLAINED THE SITUATION TO THE CUSTOMER AND HE REFUSED ANY AND ALL REPAIRS AT THAT TIME. IN ANSWER TO HIS QUERY,ALL WE DID WAS A COMPLETE FREE INSPECTION OF WHICH OTHER SHOPS WOULD HAVE CHARGED FOR BUT IN NO WAY WILL A MERE INSPECTION CHANGE THE WAY A VEHICLE PERFORMS AND IT MOST CERTAINLY WAS RUNNING ROUGH AS DOCUMENTED ON BOTH THE PAPERWORK AND COMPUTER, AND THAT IT IS AN IMPOSSIBILITY THAT A VVT ENGINE RUNNING EXTREMELY LOW ON OIL WAS RUNNING FINE. THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERS Mark W[redacted] GENERAL MANAGER
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
Regards,
[redacted] My car DID have a radio when I dropped it of their. inclosed in the screen shot proving it. Just as I told you in our 3 recorded phone call, the pictures you have are from AFTER the radio was stolen! As I told you if you did not make this right I would be posting this foolishness all over social media and you tube. I gave you fare warning...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.HelloI have attached a document outlining the events of our recent experience with Edwards Transmission. I find it very surprising and upsetting of the lies they have decided to place on us and our experience. You will be able to see that they have since replaced the radiator twice since 4/1/2015. This has cost us money, time and additional energy as we had to "fight" to prove our purchase. Now they are stating they do not see the original purchase. I have also attached documents showing the three payments we submitted to Edward's transmission for the original purchase. They were spread out as agreed to by the original store manager. However, we did pay and expected an functioning product. We are now requesting the $180 it cost after the second radiator caused additional time and damage as well as an additional $300 for the time and issues of this complaint. Mark the District manager never followed up to ensure we were satisfied and has not proven to be effective as we had to argue with the Keystone manager even after we spoke to Mark. We are requesting a total of $480 be submitted to us to resolve this conflict.
Regards,
[redacted]
Attached response from Mike W[redacted], General Manager Edward's Transmissions Michigan Rd Store.Carla T[redacted]Vice PresidentEdwards's Transmission Exchange, Inc.2 A Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Attention: [redacted] ID# [redacted] I would like to address the issues in this complaint, as I don't agree. • We do offer courtesy rides for customers to home or work when we have available personnel, they aren't guaranteed. • We...
haven't been able to fully duplicate the issue Ms. [redacted] is describing, we can't diagnose or fix an issue that we haven't experienced. We don't want to guess and have the customer spend money on repairs that aren't the Issue she Is concerned with. • Ms. [redacted] has dropped her vehicle off with the fuel light on several times. We have to be able to drive the vehicle to duplicate the Issue. We don't supply gasoline for customers, all parts, fluids and shop supplies that are used In the repair of a customer's vehicle are charged to the customer on an Invoice and are marked up. (This is standard in the rental car business) We didn't want to charge Ms. [redacted] a markup on gasoline so we asked her to just give us the cash and we would go to the gas station for her or she could come and take the vehicle to the gas station herself. • Our warranty doesn't cover rental car expenses. • The complaint about everything not being included in the Initial diagnosis and repair. The vehicle didn't move when we first received it due to the transmission failure, that have to be repaired before a road test could be completed. • We have asked Ms. [redacted] to bring the vehicle back to verify the transmission and torque converter are operating properly but she has refused to return. There is a warranty on all the work we performed. Please have Ms. [redacted] return the vehicle to Edward's Transmission so we may address her concerns. Spencer J[redacted] Manager, Michigan Rd Store 317-329·1811 Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222317-635-4215 edwardstransmlsslons.com
IN ANSWERS TO THE MULTIPLE QUERYS I TALKED TO [redacted] ANN HEREAFTER REFERRED TO AS CUSTOMER AND SHE BASICALLY EXPLAINED FAIRLY CLOSE TO HER COMPLAINTS IN THIS COMMUNICATION AND I EXPLAINED THAT THE TORQUE CONVERTER WAS MISPLACED AND HAS BEEN AND STILL IS AT SHOP FOR HER TO PICK UP ANY TIME SHE WISHES...
DURING NORMAL BUTS. HOURS. AS FAR AS HER MISSING. KEY COMPLAINT I TOLD HER AT THAT TIME AND IS STILL VALID TO BRING US A KEY AND WE WILL GO GET A KEY CUT FOR HER WHILE SHE WAITS AT NO CHARGE WITH OUR APPOLOGIES. AS FAR AS HER RUSTY PARTS COMPLAINT HER COOLER SECTION ON HER RADIATOR IS BAD AND LEAKING COOLANT AND WATER INTO HER TRANS AND THAT'S EHY THE PARTS WERE RUSTY I DID NOT KNOW THIS AT TIME OF OUR CONVERSATION SO I TOLD HER WE WOULD BE GLAD TO REPLACE SAID PARTS IF SHE JUST WANTED TO COME IN IN LIGHT OF THIS SITUATION I WILL STILL DO THAT IF SHE LIKES REGUARDLESS OF NO FAULT. AS FAR AS HER DOOR LOCK BEING BROKEN I EXPLAINED WE DID NOT DO THIS SAID DAMAGE AS IT WAS PREVIOUSLY NOTATED ON HER REPAIR ORDER HOWEVER IF SHE WANTED TO BRING IN VEHICLE WE WOULD REPAIR AT NO CHARGE TO HER REGUARDLESS OF NO FAULT, SHE TOLD ME VEHICLE WAS LOCKED AND WE BTROKE DOOR BREAKING INTO VEHICLE HOWEVER HER BOYFRIEND YELLED AT US FOR VEHICLE BEING UNLOCKED SO IM NOT SURE WHICH IS CORRECT OTHER THAN IUT WAS PREVIOUSLY EXISTING DAMAGE EITHER WAY. AS FAR AS HER COMPLAINT FOR HER TRANS NOT BEING TORN DOWN ALL THE WAY THE DAMAGE ON HER TRANS WAS SO SEVERE THAT THE DRUMS WERE WELDED INSIDE THE TRANSMISSION AND COULD NOT BE REMOVRED WITHOUT FURTHER DAMAGE TO TRANS ACCOMPANIED BY THE FACT THAT AFTER AUTHORIZING THE REMOVAL OF TRANSMISSION FOR FUTHER INSPECTION AND AGREEING TO PAY $395.00 FOR THAT PORTION OF SERVICE BY GIVING HER BIRTHDATE OF 10/19/67 SHE THEN DECIDED TO NOT AUTHORIZE ANYTHING FURTHER. AS FAR AS HER WANTING A FULL REFUND SHE LEGALLY AUTHORIZED REMOVAL AND INSPECTION AND THAT WORK WAS COMPLETED AS SHE ASKED AND AUTHORIZED. CUSTOMER THEN TOLD ME SHE WOULD TALK TO HER BOYFRIEND AND DO JUST THAT SOMETIME IN THE FURURE HOWEVER AT THIS TIME THEY HAD NO MONEY FOR ANY FURTHER REPAIRS,I'M STILL WILLING TO WORK WITH HER IF SHE LIKES AS NE CALLED AND LEFT MULTPLE MESSAGES WITH HER VOICEMAIL AND AS OF TODAYS DATE 05/26/2015 SHE HAS NOT RESPONDED AS PROMISED IN ANY WAY OTHER THAN THIS BOB COMPLAINT, WE AT EDWARDS TRANSMISSION HOLD OUR CUSTOMER SATISFACTION IN THE HIGHEST REGUARD AND LOOK FORWARD TO HELPING THEM OUT IN THE FUTURE.THANK YOU FOR YOUR TIME IN THIS MOST IMPORTANT OF MATTERS.MARK W[redacted] GM EDWARDS TRANSMISSION (317)438-7137
The reason we asked the customer to provide proof of the purchase was they insisted they had a 12 month warranty on radiator, our records show something different. There is no dispute over the payment it was only as to if there was a warranty or not. I have attached our receipts that show there is NO warranty. We however in an interest of customer good will, replaced their radiator at no cost to them. I disagree that there is any refund due. We consider this a closed matter.Carla [redacted]Vice PresidentEdward's Transmission Exchange, Inc.317-635-4215
Revdex.com:i no longer own the vehicle so my business with Edwards is completed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
When Ms. [redacted] brought her vehicle to us it had a transmission error code :Transmission Temperature Sensor. This code detects an overheating in the transmission. The test drive of the vehicle indicated the transmission was not shifting properly, It had a very hard or bang shift between 2nd and 3rd...
gears and was barely working. We advised Ms. [redacted] of these findings and explained that there was evidence of internal transmission failure and that we would need to remove, disassemble and Inspect the transmission to determine the extent of the damage and provide an estimate to replace the needed parts. We always advise our customers of this procedure "RDI' remove, disassemble and Inspection because we are the experts and realize often the customer doesn't order stand the severity of this authorization. The majority of these conversations are over the phone due to the fact these repairs take more than a day. We ask the customers for something personal for authorization to move forward to bring attention to the authorization, for example their date of birth or last 4 of their ssn. If the customer is apprehensive or not fully understanding they will inquire as to the reason we would need that Information from them, we will reiterate that they authorizing us to remove the transmission from their vehicle. In Ms. [redacted]'s case she provided her date of birth as authorization. Ms. [redacted]'s transmission is excessively damaged, the clutches are baked from overheating the pins have backed out of the planetary. There is NO WAY possible to put the component parts of her transmission back together. I have enclosed a diagram of the type of transmission belonging to Ms. [redacted] to help understand the impossibility tore· assemble her transmission. In the diagram on row C,D and E all those parts have been effected. We haven't charged Ms. [redacted] anything for our labor, she Is free to have her vehicle towed at her expense if she chooses. We disagree with Ms. [redacted] that she wasn't able to make an informed decision we also disagree with her suggested desired settlement of a replacement transmission for free. Carla T[redacted], Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-6154215 edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
IN RESPONSE TO MR [redacted] RESPONSEI AM TRULY SORRY HIS VEHICLES TRANS IS GOING OUT BUT IT WILL CONTINUE TO DO WHAT IT WANTS TO DO UNTIL IT GOES OUT AND WOULD HAVE DONE THE SAME IN HIS DRIVEWAY OR IF HE PARKED IT AT THE MALL HOWEVER WE ARE WILLING TO WORK WITH HIM AND HAVE BEEN TRYING TO GET AHOLD OF HIM AS I HAVE LEFT SEVERAL MESSAGES BUT HE WONT ANSWER OR CALL BACKTHANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERSMARK W[redacted] GENERAL MANAGERVEHICLE MILEAGE WAS 186,749.2
Ms. [redacted]'s 2005 Chevrolet Equinox arrived at the Michigan Rd location1/11/17 with a failed transmission-vehicle would not move. The transmission repairs were authorized and performed. While performing the final road test, the shop foreman noted several other problems with the vehicle (struts, tires, brakes, belts & hoses, etc.), numerous DTC's, and every warning lamp on the dash illuminated, requiring further diagnostics. Ms. [redacted] was provided with an estimate for these repairs, and declined any further services at the time of delivery 01/27/17.Ms. [redacted] than began calling several times a day, to complain about the repairs that she had declined, repairs that we had not performed. Spencer and I repeatedly invited her back to perform these repairs, and she refused to return, maintaining the stance of "I paid $3000 for that transmission, there had better be nothing else wrong with my car".When Spencer arrived Feb 14, 2017 at 7:15 AM to open the Michigan Rd location, he discovered Ms. [redacted] had dropped the vehicle off the previous evening, but did not park the vehicle in a designated parking space. She did, however, park the the vehicle on the sidewalk up against the office entry door, PREVENTING ACCESS TO THE BUSINESS. I made contact with Ms. [redacted], convinced her to bring the keys to the vehicle with the threat of having the vehicle impounded if she did not bring the keys immediately.When Ms. [redacted] arrived, I had an extensive conversation with her and discovered the engine had overheated, there was steam from under the hood. We diagnosed the coolant leak as a ruptured coolant bypass hose, which I good will repaired at no charge to her. We also had to put gas in the car, as it arrived nearly empty, and ran out of gas on the final road test, stranding the shop foreman on the side of 71st street. The transmission performed flawlessly at that time. I advised her that all the coolant hoses and hoses were factory original and required replacement, as previously discussed. Once again, Ms [redacted] stated, "I paid you a lot of money, there better not be anything else wrong with my car".Ms [redacted] continued to call several times a day for several weeks, still complaining about repairs THAT WE DID NOT PERFORM. I explained to her that we rebuilt the transmission, not the entire vehicle, and if there was a problem with the transmission, we would be happy to stand behind our repairs 100% parts and labor.This vehicle is 12 years old with 143,000 miles, and has been severely neglected and abused. This vehicle requires extensive repairs and maintenance, however, the transmission operates properly and requires no further attention.Michael W[redacted], General Manager
This is the response from our General Manager Michael W[redacted]: Ms.[redacted]'s vehicle has been diagnosed with SEVERE engine drivability concerns (neglect-lack of maintenance) as diagnosed by not only myself, but also ETE Wholesale warranty technician Keith H[redacted]. Multiple misfires (Spark plug...
wires arcing together and into the engine oil dipstick tube, spark plugs, etc.),with no defects in the transmission replacement components or craftsmanship of the rebuild. The torque converter is operating properly, as commanded bythe onboard computer,and the.poor engine drivability symptoms are manifesting through the entire vehicle,not just the transmission.Simply put,the engine performance is very poor due to severe neglect and lack of maintenance. Despite Ms. [redacted]'s self-diagnosis, Internet and/or YouTube diagnosis,this vehicle has been PROPERLY diagnosed by two ASE certified technicians, an estimate prepared and presented to Ms.[redacted]. She has declined PAYING for other needed repairs to HER vehicle, the vehicle that SHE owns and neglects, and the vehicle that she is SOLELY responsible for maintaining. Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222 317-635-4215 edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mark (the person responding to this complaint) was the person I dealt with when I took my vehicle in to have it checked. Richard (the manager) called me when he got back from vacation and began to go over the information on my truck. I told him Mark had already gone over the information with me. The day I went in to pick up my truck to take it home Mark was not there but Richard was. I told him I was taking my truck home and would be back when I had the money to have it fixed. When I brought the truck in IT WAS DRIVEABLE, I had had no problems with getting it to shift other than slight hesitation between gears. There was no indicator lights on the dash board lit up. When I went back to pick it up it would not shift into reverse without revving the engine multiple times. It did not drive home in the same operating condition as it was in when I drove it to their business. I cannot fathom how a vehicle could have such major changes in performance by just sitting in a lot. I am not asking for them to completely repair the vehicle to new condition. I just want it returned to the driveable condition it was before I brought it to them to be looked at. I am not even sure I could drive it back to their facility without an issue. The day I called to question my trucks current condition I ask to speak to Mark and was told that he hardly ever comes in and Richard got on the phone. When I questioned him about my vehicles current condition and how it differed from the condition it was in when I brought it to the facility he told me they did nothing other than look at it. I questioned how it could have gone into such a messed up state just sitting on the lot his “exact” response and I quote was “ you people really are stupid” at that point I knew it was no further use talking to him so I told him I was filing a complaint with the Revdex.com and the Attorney General’s Office.I would still consider using Edwards to fix my transmission when the time comes because when I dealt with Mark he seem honest and pleasant. Based on a conversation I heard between Rich and a customer on the phone the day I came to pick up my truck and the way I was treated on the phone by him I would not deal with him for anything.I would be happy to discuss the situation with Mark via the phone.
Regards,
[redacted]
In response to [redacted] Complaint, apparently the manager made a mistake, in to the Transmission bell Housing being cracked. In which this wouldn't have affected the transmission leaking anyway. As I explained to the customer on the phone, we have certain procedures in place, as stop gaps, ie( the...
technician upon removal of trans, would have caught it, the foreman, would have caught it, and the builder himself would have caught it). And upon discovering such a mistake, as I explained to the customer, we would have reinstalled the transmission at no cost to him, if he decided not to have any repair work done, and that was explained to him over the phone, and at that time the customer understood.A vehicle with the amount of mileage on the transmission will not just purge all the transmission fluid out without some kind of internal damage. The customer also agreed with this theory as well. If the customer would had let us proceed with the diagnosis, we would have been able to find the actual cause, and there would not have been a need to tow the vehicle back. As humans we all make mistakes, however our procedures would have caught this, as there was zero malicious intent whatsoever.Thank You for time and consideration in this most important of matters.Mark W[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NOW SPENCER IS BEING OUTRIGHT DISHONEST AND NOT ADDRESSING THE MAIN ISSUES. THE GAS AND THE FALSE ADVERTISEMENT OF GIVING RIDES TO WORK IS THE LEAST OF MY CONCERNS. I NEVER EVER BROUGHT MY CAR TO THEM WITH THE GAS LIGHT ON THAT IS A BOLD LIE. BIT NOW WHEN A SHOP RECEIVES A CAR THE FIRST THING USUALLY DONE IS AN INSPECTION OF THE ENTIRE VEHICLE TO BE SURE OF THE PROBLEM. SPENCER IS BASICALLY SAYING THAT AN INSPECTION NOR A DIAGNOSTIC WAS COMPLETED BEFORE WORKING ON THE TRANSMISSION . NOW SPENCER JUST STATED ON HERE THAT THE VEHICLE DID NOT MOVE AT ALL WHEN HE RECEIVED IT.BUT ON THE RECEIPT I HAVE ITS STATES THAT THE VEHICLE WAS REVERSING BUT THERE WAS NO FORWARD ENGAGEMENT UNDER ROAD TEST. SO THAT MEANS THE CAR TURNED ON AND IT WAS ACCELERATING BACKWARD, JUST NOT FORWARD. SPENCER ALSO STATED THAT THE TRANSMISSION HAD TO BE REPAIRED BEFORE A ROAD TEST WAS COMPLETED. SPENCER KEEPS CONTRADICTING HIS SELF CAUSE IF THAT WAS THE CASE THEN THE TRANSMISSION WOULD BE THE ONLY ITEM IN THE INITIAL DIAGNOSIS AND REPAIR. THE CV JOINTS AND OIL CHANGE IS ALSO LISTED ON THE RECEIPT. THE CV JOINT IS NOT WITHIN THE TRANSMISSION. THE WHEELS MUST BE TAKING OFF TO PULL OUT THE DRIVESHAFT TO GET TO THE CV JOINTS. WHICH ALSO MEANS HE HAD TO SEEN THE CONDITION OF THE STRUTS AND OTHER PROBLEMS WITH THE CAR BEFORE GIVING ME AN ESTIMATE. SPENCER ALSO DID NOT ADDRESS WHY I WAS CHARGED FOR AN OIL CHANGE THAT WAS NOT COMPLETED. HE ALSO DID NOT RESPOND TO WHAT I WAS TOLD BY THE GENERAL MANAGER MIKE. WHEN SPENCER CALLED ME HE SPECIFICALLY TOLD ME EVERYTHING HE WAS FIXING WAS ALL THAT WAS WRONG WITH THE CAR AND THERE WERE NO OTHER ISSUES. BUT WHEN PICKING UP MY CAR, SPENCER TELLS ME AFTER I PAID THAT THERE ARE OTHER ISSUES WITH THE CAR. HE WROTE DOWN A QUOTE FOR THE STRUTS WHICH I HAVE ATTACHED. EDWARDS ATTEMPTED TO DO WORK ON MY CAR NOT KNOWING HOW TO FIX THE ISSUE. SPENCER KNOWS THERE IS ISSUES WITH THE TRANSMISSION I PAID TO HAVE THEM REBUILD TO FIX IT. THE PROBLEM DOES NOT NEED TO BE DUPLICATED BY HIM TO KNOW IT IS SOMETHING WRONG WITH IT. THERE ARE SEVERAL TRANSMISSION CODES READING FROM THE VEHICLE THAT INDICATES A PROBLEM WITHOUT EVEN DRIVING IT. THEY GAVE THE CAR BACK TO ME EACH TIME WITH IT READING THE SAME AND NEW TRANSMISSION CODES. IF THERE WASN’T AN ISSUE TRANSMISSION THESE ERROR CODES WOULDN’T SHOW. ONE OF THE CODES SHOWS THAT TORQUE CONVERTER IS SLIPPING TOO MUCH SO ITS NOT LOCKING UP PROPERLY MEANING THERE MAY NOT BE ENOUGH PRESSURE, CONVERTER MATERIAL NOT GOOD OR THE VALVE BODY IS FAULTY. NOW IN MY CASE IT GOES TO LIMP MODE AND THAT IS CAUSING THE CAR NOT TO ACCELERATE WHEN I HIT THE GAS. THEN WHEN I TURN OFF THE CAR IT RESETS THE COMPUTER AND RUNS NORMAL FOR AWHILE UNTIL IT LOOKS FOR THE FAULT AGAIN AND GOES BACK TO LIMP MODE. NOW THIS IS A KNOWN ISSUE WITH THESE TYPES OF TRANSMISSIONS. THE CAR ALSO DOES A HARD JERK WHEN I CHANGE GEARS. NOW IF MYSELF AND OTHER SHOPS CAN IDENTIFY THAT OUT RIGHT AWAY EDWARDS COULD HAD TOO IF THEY KNEW WHAT THEY WERE DOING. SPENCER AND MIKE KNOWINGLY GAVE ME THE CAR BACK IN THE SAME EXACT CONDITION EACH TIME. NOW THE LAST TIME I TOOK SPENCER THE CAR I SHOWED HIM SEVERAL VIDEOS OF WHAT IT WAS DOING. IF THEY DID NOT KNOW HOW TO FIX IT THEY SHOULD HAD NEVER AGREED TO DO SUCH WORK. SPENCER AND MARK HAVE BEEN COMPLETELY DISHONEST THEY KNOW LIKE I KNOW THEY DO NOT NEED TO REPLICATE THIS ISSUE TO HAD FIX IT, THERE IS NO GUESSING WITH THIS. SPENCER IS USING THIS AS AN EXCUSE FOR NOT KNOWING HOW TO FIX THE CAR. THE CODES ALWAYS BEEN THERE AND THEY DID NOT ADDRESS IT. THEY CONTINUED TO LIE AND TAKE ADVANTAGE OF ME ABOUT THE CONDITION OF THE CAR WASTING MY TIME AND MONEY. I RECENTLY JUST VISITED A REPUTABLE TRANSMISSION SHOP THAT TOLD ME THE EXACT ISSUE WITH THE TRANSMISSION. THEY EVEN STATED THAT EDWARDS SHOULD HAD BEEN ADDRESSED THE ISSUE WITH THE TYPE OF ERROR CODES BEING READ AND HOW IT DRIVES. THE WHOLE TRANSMISSION WILL NEED TO BE REBUILT OR NEWLY REPLACED TO FIX THE ISSUE. I WENT TO CARX THEY ALSO KNEW IT WAS A TRANSMISSION ISSUE. I WENT TO AUTOZONE TWICE RIGHT AFTER THEY GAVE MY CAR BACK TO AND STILL HAD THE SAME EXACT TRANSMISSION ERROR CODES BEING READ. I DO NOT TRUST THEM TO TOUCH MY VEHICLE ANY MORE AT THIS POINT. I WANT A FULL REFUND OR I’M GETTING LAWYERS INVOLVED ASAP BECAUSE THIS IS NOT THE FIRST TIME I HEARD SUCH BAD BUSINESS FROM EDWARDS. EDWARDS HAD NOT HANDED ME ANY RECEIPTS FOR EACH TIME I HAD TO BRING THE CAR BACK.I WANT RECEIPTS OF EVERYTHING THEY BOUGHT FOR MY CAR INCLUDING THE RECEIPT OF SUPPOSEDLY 10 DOLLARS BEING FUELED INTO MY CAR. ATTACHED IS PAPERWORK I RECEIVED FROM EDWARDS ON THE REPAIRS. ALSO ATTACHED IS AN ESTIMATE OF THE TRANSMISSION BEING REBUILT CORRECTLY AND PAPERS FROM AUTOZONE RUNNING DIAGNOSTICS. I CAN ONLY ATTACH 4 ITEMS BUT I ALSO HAVE A SCREENSHOT OF THERE OLD WEBSITE ADVERTISING RIDES TO WORK AND OTHER DOCUMENTS.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good Afternoon, I would like to start off by stating I am not a licensed mechanic. When I brought my vehicle to this company, I brought it in good faith that they would find the issue with my vehicle and fix what was wrong with it. In none of the conversations or printed material they have given me, had they stated anything about spark plugs, wires, or any engine issues for that matter. The first I heard about engine issues was after they had received the $2784 to rebuild my Transmission. Still to this day I am not completely sure on how to even read the bill they printed out (please see attached) because they charged me $595.40 for labor, 190.80 for my torque conv and another 1,790.40 for a transmission. If that is labor regarding the transmission, it should have been listed in the labor section, if not and they charged me for a separate transmission then that is another issue because they were supposed to be rebuilding mine. My problem with this whole situation is that when I took my vehicle to them, regardless of what I thought could have been the issue with it or not as a licensed mechanic and promoting their company as a transmission and engine repair shop, since my car had a condition that could have had multiple reasons for it, that should have been relayed to me as a customer before doing a pricey repair when the first diagnostic test was done, now to come to find out for the original issue that I was having is coming from a different source which will be another costly repair. If I was told in the beginning that I just needed a tune up and my spark plugs changed and that my engine was in need of repairs then I could have planned accordingly and got that issue taken care of first else where that would have not charged me the 6xx.xx that was quoted by them. I could have then came back and got my transmission fixed another time when I had the money. By not properly diagnosing my car the FIRST time I took it to them it left me with my transmission sitting in my trunk for months with no vehicle. Still to this day I have not received any proof or codes from them stating that my transmission was even broken because as previously stated there was not a check engine light on my car so they could not have ran a code on it from that. I am still awaiting proof not just word of mouth that my transmission actually needed the repair. At a customer stand point it appears they did a "fix" on my car (the transmission) and after they did the "fix" my car was still having the same issue and now they want to find something that is outside of my warranty to charge me for to fix the actual problem (a tune up) that could have been taken care of almost 6 months ago.
Regards,
[redacted]
This letter will serve as an explanation to the above referenced complaint filed by Mr. [redacted]. We greatly apologize for the inconvenience.
Mr. [redacted] brought his 2000 BMW to our shop on 7/22/14, (Repair Order [redacted]). The car would barely pull forward after running about 10 minutes. We...
determined there was internal transmission damage and would require an overhaul. We completed the work and delivered the vehicle on 7/28/2014. Mr. [redacted] brought the vehicle back on 9/22/2014 suggesting that it was not shifting correctly. We determined the transmission needed to be rebuilt at no cost pursuant to the warranty. We delivered the vehicle on 9/23/2014. We apologized to Mr. [redacted] for the delay do to parts coming from as far away as Germany. We offered Mr. [redacted] the rental car option through [redacted] Rental Cars. All of our shops are given the "corporate rate" to customers at their expense. Mr. [redacted] called our Shadeland Rd location on 10/1/2014 indicating his car would not go into reverse. Within 1 hour we had the vehicle towed to our Greenwood location that would be able to address the issue immediately. Per the warranty, vehicles are normally towed at the owner's expense. We paid for the tow. The vehicle was repaired and delivered to Mr. [redacted] on 10/3/2014. He was satisfied with the repair in a timely fashion. We delivered the vehicle to his wife's business. Mr. [redacted] stopped by the Greenwood location on Friday, October 10th and indicated all was well with his vehicle.
We feel that we have completely followed the designs of our warranty procedure and do regret the inconvenience and loss of use of this vehicle. We will certainly extend Mr. [redacted] warranty out for the time it was in the shop being repaired.
Sincerely,
[redacted] Manager
[redacted] CONTACTED EDWARDS TRANSMISSIONS KEYSTONE LOCATION ON OR ABOUT 25 MARCH 2015 AND STATED THAT THE RADIATOR IN HER 2001 CHEVROLET SUBURBAN WAS LEAKING COOLANT, AND THAT WE INSTALLED THE RADIATOR LAST YEAR. WE INVITED MRS. [redacted] IN FOR A NO-CHARGE DIAGNOSIS, AND SHE DROPPED OFF THE...
VEHICLE 1 APRIL 2015.WE DETERMINED THAT THE RADIATOR WAS INDEED LEAKING. MRS. [redacted] COULD NOT PRODUCE AP PAID INVOICE FOR THE PREVIOUS REPAIRS, AND A SEARCH OF OUR COMPUTER RECORDS INDICATED SOME SORT OF A REPAIRS WERE PERFORMED. (X2), HOWEVER THE REPAIR ORDERS WERE MARKED AS "140 WARRANTY", AND ONLY LABOR SERVICES WERE PROVIDED. IT IS POSSIBLE THAT THE [redacted]'S PROVIDED THEIR OWN REPLACEMENT RADIATOR, HENCE THE LABOR "NO WARRANTY" RECORDS. AND THE PREVIOUS STORE MANAGER COULD NOT BE REACHED FOR DETAILS.THE CURRENT STORE MANAGER ADVISED MRS. [redacted] THAT THERE IS NO PURCHASE HISTORY FOR A REPLACEMENT RADIATOR FROM EDWARDS TRANSMISSIONS TI4ROUGH ITS VARIOUS SUPPLIERS. HOWEVER, MRS. [redacted] WAS ALSO ADVISED, THAT AS A GOODWILL GESTURE AND THROUGH PARTICIPATION BY A TRUSTED SUPPLIER, THAT A REPLACEMENT RADIATOR WOULD BE SUPPLIED AT NO CHARGE TO HER.. THE LABOR, HOWEVER, WOULD HAVE TO BE PAID TO EDWARDS TRANSMISSIONS TO INSTALL SAID RADIATOR, AS PREVIOUS RECORDS DID INDICATE "NO WARRANTY" ON PREVIOUS REPAIRS. MRS. PUCKETTE DID NOT FIND THIS SOLUTION ACCEPTABLE. AFTER MUCH CONSIDERATION BY THE STORE MANAGER, IT WAS DECIDED THAT, FROM A CUSTOMER SATISFACTION STANDPOINT, THE CORRECT COURSE OF ACTION WOULD BE TO REPLACE THE RADIATOR IN MRS. [redacted]'S VEHICLE AT NO CHARGE TO HER. THE REPAIRS WERE PERFORMED ON 3 APRIL 2015 AND THE VEHICLE WAS DELIVERED BACK TO MRS. [redacted] THE SAME DAY AT NO CHARGE TO HER.
TO Revdex.com ATTN [redacted], REF [redacted] IN RESPONSE TO COMPLAINT RECEIVED DATE.D 07/25/2016 ON OR ABOUT 07/13/2016, MR [redacted] BROUGHT IN A 2005 FORD F150 TO OUR GREENWOOD LOCATION COMPLAINING OF IT LEAKING AND LAGGING ON SHIFTS, RICHARD THE STORE MANAGER WAS OUT ON VACATION,...
SO I WAS RUNNING THE STORE IN HIS ABSENCE, 50 I KNOW FOR A FACT I NEVER TOLD THE CUSTOMER WE WERE BACKED UP, BUT THAT THERE WERE A FEW VEHICLES IN FRONT OF HIM. UPON INITIAL CHECKOUT, JAY OUR SERVICE MANAGER TEST DROVE VEHICLE AND FOUND THERE WAS A DELAY INTO REVERSE,AND THAT THE FLUID WAS LOW AND DISCOLORED AND THE ENGINE WAS RUNNING VERY ROUGHLY, I THEN PROCEDURALLY CALLED CUSTOMER TO REPORT SAID FINDINGS AND TO LET HIM KNOW THAT WE WOULD THEN BE PROCEEDING TO THE LIFT INSPECTION PORTION OF THE VEHICLE CHECKOUT PROCEDURE. THEN AT THE TIME OF THE LIFT INSPECTION, JAY FOUND THE ENGINE TO BE LEAKING, AT WHAT APPEARED TO BE THE REAR MAIN SEAL,AS SO MANY OF THE FORD VEHICLES ARE KNOWN FOR, AS THIS TO BE A COMMON OCCURRENCE, ALSO THAT THE TRANSMISSION WAS LEAKING FROM THE FILL TUBEO RING AND THE FRONT SEAL AREA, UPON FURTHER INSPECTION HE ALSO FOUND SOME METAL DEBRIS IN THE SUMP PAN, AND THAT THE REAR DIFFERENTIAL PINION SEAL WAS ALSO STARTING TO LEAK. BECAUSE OF THE REAR MAIN SEAL LEAK, JAY THEN PROCEEDED TO CHECK THE ENGINE OIL AND FOUND NO OIL ON THE DIPSTICK, OF WHICH THIS IS VERY DANGEROUS ON ANY VEHICLE BUT EVEN MORE SO ON THIS PARTICULAR VEHICLE BECAUSE IT HAS A 5.4 VARIABLE VALVE TIMING ENGINE,OF WHICH THE OIL LEVEL, OIL TYPE AND VISCOSITY ARE ALL El XTREMELY IMPORTANT, AS IF ANY OF THESE ARE NOT STRICTLY ADHEARED TO IT WILL MAKE THE ENGINE RUN EXTREMELY ROUGH, (AS IT WAS) AND CAN DAMAGE THE CAM PHASERS AND CAN CAUSE PERMANENT DAMAGE TO THE ENGINE. JAY THEN PROCEEDED TO SCAN THE VEHICLE FOR TROUBLE CODES AND CAME UP WITH 1 ANTI LOCK BRAKING SYTEM CODE, 2 PATS CODES, 2 CLUSTER CODES AND 5 TRANSFER CASE CODES RELATED TO POWER. I THEN PROCEEDED TO CALL THE CUSTOMER, FOR THE 2ndUPDATE CALL AND TO APRISE HIM OF WHAT WE HAD FOUND TO THAT POINT AND FURTHERMORE, WHAT NEEDED TO BE DONE TO REPAIR SAID VEHICLE AND MOST IMPORTANTLY ABOUT THE OIL LEVEL AND ITS RELAVANCE TO THE DRIVABILITY AND RUNABILITY AND POSSIBLE DAMAGE TO HIS ENGINE. THE CUSTOMER AT THAT TIME SAID HE DID NOT HAVE THE MONEY FOR ANY REPAIRS AT THAT TIME AND SAID THAT WE SHOULD JUST SET IT TO THE SIDE AND THAT HE WOULD BE IN TO PICK IT UP WHENEVER HE COULD AND THAT WAS THE LAST TIME I HEARD FROM HIM UNTILL I WAS GIVEN THIS COMPLAINT IN WHICH TO PERUSE. I ASKED RICHARD ABOUT HIS PHONE CALL TO SAID CUSTOMER AND HE SAID HE WAS NOT RUDE TO THE CUSTOMER IN ANY WAY BUT THAT THE CUSTOMER WAS VERY UPSET, THAT HE CALLED AND TOLD HIM THAT HE HAD PREVIOUSLY TOLD ME HE DIDN'T HAVE THE MONEY TO FIX IT SO MY ONLY QUESTION IS IF WE NEVER CONTACTED THE CUSTOMER WHY WAS HE UPSET THAT WE CALLED HIM AGAIN AND SAYING THAT HE HAD ALREADY TOLD ME NO.????? WE AT EDWARDS TRANSMISSIONS VALUE OUR CUSTOMERS AND WILL ALWAYS TRY TO WORK WITH THEM AND I HAVE NO PROBLEM WORKING WITH HIM ON REPAIRING HIS VEHICLE AT MORE THAN A FAIR PRICE, HOWEVER WE CANNOT DO FREE WORK WHEN THESE CONDITIONS WERE PREXISTING AND WE FULLY EXPLAINED THE SITUATION TO THE CUSTOMER AND HE REFUSED ANY AND ALL REPAIRS AT THAT TIME. IN ANSWER TO HIS QUERY,ALL WE DID WAS A COMPLETE FREE INSPECTION OF WHICH OTHER SHOPS WOULD HAVE CHARGED FOR BUT IN NO WAY WILL A MERE INSPECTION CHANGE THE WAY A VEHICLE PERFORMS AND IT MOST CERTAINLY WAS RUNNING ROUGH AS DOCUMENTED ON BOTH THE PAPERWORK AND COMPUTER, AND THAT IT IS AN IMPOSSIBILITY THAT A VVT ENGINE RUNNING EXTREMELY LOW ON OIL WAS RUNNING FINE. THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MOST IMPORTANT OF MATTERS Mark W[redacted] GENERAL MANAGER
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
Regards,
[redacted] My car DID have a radio when I dropped it of their. inclosed in the screen shot proving it. Just as I told you in our 3 recorded phone call, the pictures you have are from AFTER the radio was stolen! As I told you if you did not make this right I would be posting this foolishness all over social media and you tube. I gave you fare warning...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.HelloI have attached a document outlining the events of our recent experience with Edwards Transmission. I find it very surprising and upsetting of the lies they have decided to place on us and our experience. You will be able to see that they have since replaced the radiator twice since 4/1/2015. This has cost us money, time and additional energy as we had to "fight" to prove our purchase. Now they are stating they do not see the original purchase. I have also attached documents showing the three payments we submitted to Edward's transmission for the original purchase. They were spread out as agreed to by the original store manager. However, we did pay and expected an functioning product. We are now requesting the $180 it cost after the second radiator caused additional time and damage as well as an additional $300 for the time and issues of this complaint. Mark the District manager never followed up to ensure we were satisfied and has not proven to be effective as we had to argue with the Keystone manager even after we spoke to Mark. We are requesting a total of $480 be submitted to us to resolve this conflict.
Regards,
[redacted]
Attached response from Mike W[redacted], General Manager Edward's Transmissions Michigan Rd Store.Carla T[redacted]Vice PresidentEdwards's Transmission Exchange, Inc.2 A Gasoline Alley Indianapolis, IN 46222317-635-4215edwardstransmissions.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Attention: [redacted] ID# [redacted] I would like to address the issues in this complaint, as I don't agree. • We do offer courtesy rides for customers to home or work when we have available personnel, they aren't guaranteed. • We...
haven't been able to fully duplicate the issue Ms. [redacted] is describing, we can't diagnose or fix an issue that we haven't experienced. We don't want to guess and have the customer spend money on repairs that aren't the Issue she Is concerned with. • Ms. [redacted] has dropped her vehicle off with the fuel light on several times. We have to be able to drive the vehicle to duplicate the Issue. We don't supply gasoline for customers, all parts, fluids and shop supplies that are used In the repair of a customer's vehicle are charged to the customer on an Invoice and are marked up. (This is standard in the rental car business) We didn't want to charge Ms. [redacted] a markup on gasoline so we asked her to just give us the cash and we would go to the gas station for her or she could come and take the vehicle to the gas station herself. • Our warranty doesn't cover rental car expenses. • The complaint about everything not being included in the Initial diagnosis and repair. The vehicle didn't move when we first received it due to the transmission failure, that have to be repaired before a road test could be completed. • We have asked Ms. [redacted] to bring the vehicle back to verify the transmission and torque converter are operating properly but she has refused to return. There is a warranty on all the work we performed. Please have Ms. [redacted] return the vehicle to Edward's Transmission so we may address her concerns. Spencer J[redacted] Manager, Michigan Rd Store 317-329·1811 Carla T[redacted] Vice President Edward's Transmission Exchange, Inc. 2 A Gasoline Alley Indianapolis, IN 46222317-635-4215 edwardstransmlsslons.com