------- Forwarded message ---------- From: Scott S [redacted] < [redacted] > Date: Fri, Sep 12, at 2: PM Subject: complaint ID [redacted] To: [redacted] Dear [redacted] , This letter is in response to complaint # [redacted] [redacted] had us tow his truck to Cottman so we could evaluate a drivability issueUpon receipt of the vehicle, we were able to slowly drive the truck into the shop under light throttleOur initial inspection revealed that the transfer case ( wheel drive unit) had an internal problemWe were unable to move actuator for different manually between ranges after removing electrical actuator motor I called [redacted] to advise him that we found a problem with the operation of the transfer case, and he authorized an internal inspection of this componentQuoted price for this inspection was $350, which included labor charge to install transfer case in the truck after repairsThe internal inspection revealed damage to the internal actuator (range selector) mechanism and a transfer chain that worn well beyond acceptable limit and close to a complete failure [redacted] was given repair options and authorized us to install a remanufactured transfer case @ $plus taxThis charge included R + R labor chargeDuring the post repair road test, the truck initially drove well , but began to lose power after minutes of drivingI had also noticed evidence of a small leak or fluid residue below the vehicleI was uncertain whether fluid was residual or leakage , but knew for certain the truck was not ready to deliverMy calls to [redacted] throughout the day Friday, September were unansweredI was out of town Saturday, but stopped by the shop Sunday and advised him that the truck had a leak and performance issueI told him that I had concerns with the transfer case and/or transmission and needed to disassemble the truck to find the problemI advised him there would be no additional charge for disassembly or reassemblyHe was aware of my intent to take the truck apart the following MondayMonday, we removed the transmission and transfer case as an an assembly and Tuesday morning, discovered additional problems with the transmissionI called [redacted] Tuesday AM and advised him of my findings, and made proposals to repair transmission problem which reflected a great compromise in cost, I also encouraged him to either visit the center so he might examine the problems/damage to both his transmission and original transfer caseHe said transportation to the center was not available, and declined to have me e-mail any photographic evidence of the problems with his truckHe then advised me to HALT all workSince then, all communication from him has been directed to Cottman's home office and the Revdex.com I believe [redacted] has a lack of understanding regarding the sum of the repairs necessary for his truck to be reliableI believe our discovery of a second problem has resulted in a lack of trust or faith in the authenticity of any communication we have by telephoneI would ask that he arrange to visit the center so we could both review the problems with his truckWith knowledge, he could choose a repair which suits his need for the truck to be reliable, and alleviate any concerns he has regarding costThe best way for people to solve a problem is for them to examine it together and arrive at a solution that makes sense I look forward to resolving this complaint quickly Regards, Scott S [redacted]
------- Forwarded message ---------- From: Scott S [redacted] < [redacted] > Date: Fri, Sep 12, at 2: PM Subject: complaint ID [redacted] To: [redacted] Dear [redacted] , This letter is in response to complaint # [redacted] [redacted] had us tow his truck to Cottman so we could evaluate a drivability issueUpon receipt of the vehicle, we were able to slowly drive the truck into the shop under light throttleOur initial inspection revealed that the transfer case ( wheel drive unit) had an internal problemWe were unable to move actuator for different manually between ranges after removing electrical actuator motor I called [redacted] to advise him that we found a problem with the operation of the transfer case, and he authorized an internal inspection of this componentQuoted price for this inspection was $350, which included labor charge to install transfer case in the truck after repairsThe internal inspection revealed damage to the internal actuator (range selector) mechanism and a transfer chain that worn well beyond acceptable limit and close to a complete failure [redacted] was given repair options and authorized us to install a remanufactured transfer case @ $plus taxThis charge included R + R labor chargeDuring the post repair road test, the truck initially drove well , but began to lose power after minutes of drivingI had also noticed evidence of a small leak or fluid residue below the vehicleI was uncertain whether fluid was residual or leakage , but knew for certain the truck was not ready to deliverMy calls to [redacted] throughout the day Friday, September were unansweredI was out of town Saturday, but stopped by the shop Sunday and advised him that the truck had a leak and performance issueI told him that I had concerns with the transfer case and/or transmission and needed to disassemble the truck to find the problemI advised him there would be no additional charge for disassembly or reassemblyHe was aware of my intent to take the truck apart the following MondayMonday, we removed the transmission and transfer case as an an assembly and Tuesday morning, discovered additional problems with the transmissionI called [redacted] Tuesday AM and advised him of my findings, and made proposals to repair transmission problem which reflected a great compromise in cost, I also encouraged him to either visit the center so he might examine the problems/damage to both his transmission and original transfer caseHe said transportation to the center was not available, and declined to have me e-mail any photographic evidence of the problems with his truckHe then advised me to HALT all workSince then, all communication from him has been directed to Cottman's home office and the Revdex.com I believe [redacted] has a lack of understanding regarding the sum of the repairs necessary for his truck to be reliableI believe our discovery of a second problem has resulted in a lack of trust or faith in the authenticity of any communication we have by telephoneI would ask that he arrange to visit the center so we could both review the problems with his truckWith knowledge, he could choose a repair which suits his need for the truck to be reliable, and alleviate any concerns he has regarding costThe best way for people to solve a problem is for them to examine it together and arrive at a solution that makes sense I look forward to resolving this complaint quickly Regards, Scott S [redacted]