In October of 2016, Mr. [redacted] drove his 1992 [redacted] ES 300 with 147145 miles to our facility. Upon arrival he explained that the vehicle had sat up for a while and that 8 months prior he had the transmission fluid flushed and now was having a problem with the way it was shifting. We offered and...
performed a free Multi point Inspection Service, (here after known as the MPI) in order to determine the cause of this issue. The results indicated that the transmission has an internal failure. Mr. [redacted] was then informed that the transmission would need to removed, dismantled and inspected in order to find the cause of the failure and to calculate the most cost effective way to repair the transmission problem. Mr. [redacted] then authorized and signed the repair order to remove, dismantle and inspect the transmission. After the internal inspect of the transmission and reporting our finding and cost options to Mr. [redacted], he agreed to have the transmission rebuilt. While the vehicle was up on the hoist, our technician noticed the a steel brake line at the rear left side of the vehicle that was so extremely rusted that it leaked brake fluid through the rust. He agreed to have us replace the line and we proceeded to complete the repair. While it is a fact that Mr. [redacted] has had his vehicle back to our center 4 separate times, he never had a complaint concerning the transmission. His first time back was due to some paint scratches that were there when the vehicle arrived the first time, but the owner in order to maintain a good customer relationship decided to have the vehicle painted. The second return concerned an odor coming through the air vents inside of the car. This turned out to be a heater core leak behind the dash which Mr. [redacted] decided not to have us fix. The third time the vehicle returned was because of a noise from the front end. This turned out to be a very worn out suspension system which includes the front struts and most of the steering parts, which were original equipment parts. The fourth time he returned he stated of having trouble starting the vehicle and that turned out to be that the battery was not holding a charge. Each of these times Mr. [redacted] was never charged to diagnose these problems for which we hold no responsibility for. As for the transmission, it is still under warranty and we feel that if Mr. [redacted] can drive the vehicle to [redacted] Transmission in Schaumburg IL, which is a total of 30.4 miles from his home, that he should be able to drive it to our center which is only 18.4 miles from his home and we will fix any problem with the transmission under warranty. We feel this complaint is unjustified due to Mr. [redacted]s inaction to resolve this problem. His transmission warranty is in effect until October 20,2018. We await and look forward to Mr. [redacted]'s response.Thank you for attention in this matter. [redacted] / Customer Service Manager [redacted]
In October of 2016, Mr. [redacted] drove his 1992 [redacted] ES 300 with 147145 miles to our facility. Upon arrival he explained that the vehicle had sat up for a while and that 8 months prior he had the transmission fluid flushed and now was having a problem with the way it was shifting. We offered and...
performed a free Multi point Inspection Service, (here after known as the MPI) in order to determine the cause of this issue. The results indicated that the transmission has an internal failure. Mr. [redacted] was then informed that the transmission would need to removed, dismantled and inspected in order to find the cause of the failure and to calculate the most cost effective way to repair the transmission problem. Mr. [redacted] then authorized and signed the repair order to remove, dismantle and inspect the transmission. After the internal inspect of the transmission and reporting our finding and cost options to Mr. [redacted], he agreed to have the transmission rebuilt. While the vehicle was up on the hoist, our technician noticed the a steel brake line at the rear left side of the vehicle that was so extremely rusted that it leaked brake fluid through the rust. He agreed to have us replace the line and we proceeded to complete the repair. While it is a fact that Mr. [redacted] has had his vehicle back to our center 4 separate times, he never had a complaint concerning the transmission. His first time back was due to some paint scratches that were there when the vehicle arrived the first time, but the owner in order to maintain a good customer relationship decided to have the vehicle painted. The second return concerned an odor coming through the air vents inside of the car. This turned out to be a heater core leak behind the dash which Mr. [redacted] decided not to have us fix. The third time the vehicle returned was because of a noise from the front end. This turned out to be a very worn out suspension system which includes the front struts and most of the steering parts, which were original equipment parts. The fourth time he returned he stated of having trouble starting the vehicle and that turned out to be that the battery was not holding a charge. Each of these times Mr. [redacted] was never charged to diagnose these problems for which we hold no responsibility for. As for the transmission, it is still under warranty and we feel that if Mr. [redacted] can drive the vehicle to [redacted] Transmission in Schaumburg IL, which is a total of 30.4 miles from his home, that he should be able to drive it to our center which is only 18.4 miles from his home and we will fix any problem with the transmission under warranty. We feel this complaint is unjustified due to Mr. [redacted]s inaction to resolve this problem. His transmission warranty is in effect until October 20,2018. We await and look forward to Mr. [redacted]'s response.Thank you for attention in this matter. [redacted] / Customer Service Manager [redacted]