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Initial Business Response / [redacted] (1000, 16, 2015/07/30) */ [redacted] & [redacted] directed us to do the minimal required to fix the transmission [redacted] told [redacted] that [redacted] fixed one of the transmission lines with rubber hose himself; we have no way to determine if the hose that blew was one of the two we repaired or the one the customer repaired himselfWe offered to reimburse $ [redacted] bill incurred at [redacted] , they refusedThe initial repair was cut out leaking sections and replace with high pressure hose [redacted] has used this method to repair transmission lines numerous times during his career and have never experienced a failureThis is common practice and can be confirmed with basic research (this method is also used in the racing circles to bypass unnecessary transmission coolers) Also, it is common practice for most import vehicles (and some domestics) to use rubber hose and spring clamps as sections of transmission lines during the factory manufacturing processWe consulted with a transmission specialist that we use on a regular basis and he confirmed for us that the pressure in the transmission lines should never exceed approximately 15-psi, unless there was some sort of blockage occurring somewhere and high pressure rubber hose has a burst pressure of 150psi and is considered sufficientThe customer was informed by the mechanic at [redacted] that the "line pressure" generated is 60psi; this is incorrectThis is referring to "Internal Line Pressure" generated inside the transmission and not the amount of pressure that is being handled by the external transmission linesThis vehicle was driven close to two months with leaking transmission lines before they requested a "minimal repair"The customer was informed that all of the transmission lines should have been replaced and they again reiterated that they wanted the bare minimum done to get across the countryThe customer indicated they were quoted hours labour to replace the transmissionWe have not, and do not, provide "quotes" for labour; we provide estimatesSome transmission replacement jobs can take to hours to replace, others can take much longer, as was the case with this vehicleNuts and bolts can become seized and assemblies can take much longer to take apart for many reasons; this is the reason we only provide estimates for labour [redacted] we were told numerous times just to do the bare minimum repairYou will also see where [redacted] informed the customer when the transmission line blew to ensure the transmission fluid was kept full to make sure the transmission was not damaged because they chose to continue driving the vehicle after the transmission line blew outAt this point the customer had the option to stop driving the vehicle and have it towed back to Seacoast Automotive where we would have been more than happy to check the reason for the fluid leak and affect repairs; we would have even helped them out with the bill for the towing had it been brought upThe customer chose to continue driving the vehicle, which resulted in damaging the transmissionWe cannot be held responsible for their choice to do so [redacted]

Initial Business Response /* (1000, 8, 2016/07/28) */
[redacted]
The timeline referencing Seacoast Automotive Ltd's interactions with [redacted] and his [redacted] alloy wheels and tires follows. ...

Seacoast Automotive Ltd maintains that we took ownership of the issues and offered prompt and complete service. Seacoast Automotive Ltd agrees that the customer did have conversation with the manager regarding costs of repairs but we maintain that the customer did not present any formal quotes nor did he request the business' insurance information at any time. Seacoast Automotive Ltd insists that the wheels were properly refinished and were returned in a condition superior to how they arrived on July 7, 2016. Seacoast Automotive requests that the customer ceases [redacted] of the business and allows proper Revdex.com process to take place.
July 7, 2016 09:20- [redacted] dropped off four alloy wheels to Seacoast Automotive Ltd to have the tires changed.
July 7, 2016 13:00- An apprentice changed the tires and damaged with wheels with the tire changer while doing so. They were gauged (see forwarded pictures, damage caused by Seacoast Automotive's apprentice circled in red.)
July 7, 2016 14:00- At the time of the damage both the owner and manager were at an off-site meeting so the customer returned to pick-up his tires before he (and management) could be informed of the issues.
July 7, 2016 14:45- The manager and owner returned within the hour and was advised of the situation.
July 7, 2016 16:00- The customer returned to the business by his own accord because the Seacoast Automotive apologized for the error and proactively offered to repair the damage by having the wheels painted.
July 8, 2016 8:30- Customer returned, the manager and customer compared quotes they had received on tire repair. The manager's quotes were for a lower cost (approx. $[redacted] less than the customer's $[redacted] quote that was not presented in any formal format to Seacoast Automotive) but the work could not be completed by these shops until late in the following week. The manager agreed to make a couple additional calls to see if she could secure an acceptable cost paired with timely service.
July 8, 2016 10:00- the Owner was able to secure an arrangement with a body man (who has experience refinishing wheels) to have the wheels completed the same day.
July 8, 2016- The customer was contacted and informed that his wheels could be repaired same day. The customer expressed concerns with having only the damaged parts of the wheel refinished. The manager confirmed that all wheels would be properly refinished and painted.
July 9, 2016- The wheels were too tacky to mount but were painted. There was a flaw in the clear-coat of one wheel so the manager had the wheels returned to the body shop to repair flaw.
July 11, 2016- The manager advised the customer that the wheels were completed and sent him photos of the completed work.
July 11, 2016- The owner attempted to mount and balance the tires but the paint was still not properly dried and he, as a result, caused damage to a wheel.
July 11, 2016- The customer came to inspect the wheels with his [redacted]. He was then explained the situation with the newly damaged tire. The customer was offered the opportunity to take the wheels and tires if there was a pressing need for them he could have the one wheel repaired again at a later time. The customer was also offered to leave the tire for immediate repair-which he opted for. The customer's [redacted] had found an additional flaw on the same wheel that the owner had freshly damaged so Seacoast agreed to have the wheel redone.
July 13-14, 2016- The manager made multiple attempts to contact the customer to inform him that all four wheels were ready for pick-up.
July 14, 2016 16:00- The customer arrived at Seacoast and expressed concern that he was not happy with the wheels that he and his [redacted] had already approved on July 11th. The manager was discussing and explaining that they had resolved the damage to the wheels and that the wheels were now in better condition than when they had been first sent to Seacoast Automotive (see forwarded pictures- prior damage is circled in orange) and that Seacoast Automotive had done all they were willing to do in the situation. When the customer became argumentative with the Manager, the Owner stepped-in and asked the customer to leave the property.
[redacted]

Initial Business Response /* (1000, 16, 2015/07/30) */
[redacted] & [redacted] directed us to do the minimal required to fix the transmission. [redacted] told [redacted] that [redacted] fixed one of the transmission lines with rubber hose himself; we have no way to determine if the hose that blew was one of the...

two we repaired or the one the customer repaired himself. We offered to reimburse $[redacted] bill incurred at [redacted], they refused. The initial repair was cut out leaking sections and replace with high pressure hose. [redacted] has used this method to repair transmission lines numerous times during his career and have never experienced a failure. This is common practice and can be confirmed with basic research (this method is also used in the racing circles to bypass unnecessary transmission coolers) Also, it is common practice for most import vehicles (and some domestics) to use rubber hose and spring clamps as sections of transmission lines during the factory manufacturing process. We consulted with a transmission specialist that we use on a regular basis and he confirmed for us that the pressure in the transmission lines should never exceed approximately 15-18 psi, unless there was some sort of blockage occurring somewhere and high pressure rubber hose has a burst pressure of 150psi and is considered sufficient. The customer was informed by the mechanic at [redacted] that the "line pressure" generated is 60psi; this is incorrect. This is referring to "Internal Line Pressure" generated inside the transmission and not the amount of pressure that is being handled by the external transmission lines. This vehicle was driven close to two months with leaking transmission lines before they requested a "minimal repair". The customer was informed that all of the transmission lines should have been replaced and they again reiterated that they wanted the bare minimum done to get across the country. The customer indicated they were quoted 5 hours labour to replace the transmission. We have not, and do not, provide "quotes" for labour; we provide estimates. Some transmission replacement jobs can take 5 to 6 hours to replace, others can take much longer, as was the case with this vehicle. Nuts and bolts can become seized and assemblies can take much longer to take apart for many reasons; this is the reason we only provide estimates for labour. [redacted] we were told numerous times just to do the bare minimum repair. You will also see where [redacted] informed the customer when the transmission line blew to ensure the transmission fluid was kept full to make sure the transmission was not damaged because they chose to continue driving the vehicle after the transmission line blew out. At this point the customer had the option to stop driving the vehicle and have it towed back to Seacoast Automotive where we would have been more than happy to check the reason for the fluid leak and affect repairs; we would have even helped them out with the bill for the towing had it been brought up. The customer chose to continue driving the vehicle, which resulted in damaging the transmission. We cannot be held responsible for their choice to do so. [redacted]