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Reviews JWJ Real Estate Development

JWJ Real Estate Development Reviews (59)

To Whom• It May Concern,On January 13, Mr [redacted] brought his vehicle in to our Sun City facility to have some previously recommended service performed on his vehicleOn September 12, we made recommendations to flush the transmission, flush the power steering fluid, replace the radiator hoses, and to flush the cooling systemThese items were recommended as it appeared that they had not been previously servicedMr [redacted] dropped his vehicle off and we performed the services as describedUpon completion of these services, we called Mr [redacted] to have him pick up his vehicleMr [redacted] arrived, paid for, and left with his vehiclePlease be advised that mileage at that time was 60977.Several weeks later Mr [redacted] returned to our Sun City facility to have a noise examined in his vehicleHe stated that he had started to hear some noisesWe agreed to check his vehicle and ensure that no problems had existed from his prior serviceUpon examination, it was determined that the transmission was making an internal noiseThe technician pulled some fluid from the transmission to bring the level to its exact level, but to also examine fluid conditionIt was determined that fluid level was correct, and that there was no definitive noise in the transmissionMr [redacted] took his vehicle and stated that he would return when the manager had arrived back at the store.On February 18, Mr [redacted] returned to our Sun City facility to have his vehicle examined one more time, and to have the store manager listen to the noise himselfThe manager confirmed that there was a noise and it was sent to our transmission department for further diagnosticsIt was at this time that our transmission shop examined the vehicle and confirmed that the noise was, indeed, an internal transmission noiseIt was recommended that the transmission be removed, disassembled and inspected for the internal issueIt was also presented that there is a service bulletin from Chrysler regarding internal transmission noise(Chrysler campaign #21-008-10) This deals with internal bearing failure and noise produced as a resultMr [redacted] agreed to allow us to remove the transmission, disassemble it, and to examine the internals for wear and/ or failureUpon removal of the transmission we found that there were internal bearing concerns, as the bulleting described, and that a transmission rebuild was necessaryIt was explained to Mr [redacted] that in the process of rebuilding these particular transmissions, the electronics should be replaced while we are there, and that the torque converter would need to be replaced due to contamination from the damaged bearingsMr [redacted] agreed and the repairs were performedMr [redacted] vehicle was delivered back to the Sun City location and Mr [redacted] paid for and picked up vehiclePlease note that mileage at that time was 61337.We feel that we acted in Mr [redacted] best interestWe performed necessary maintenance on his vehicle for him and made a quality repair with a fair warrantyWe understand Mr [redacted] frustration with his vehicle, however, this is not an uncommon problem with these vehicles, as per the service update bulletin from Chrysler regarding this particular problem, and are not as a result of any maintenance services performedWe thank you for your time and attention to this matterShould you have any further questions, please feel free to contact us directlyThank you.Montgomery L M [redacted] Sun Devil AutoStore Supervisor

To whom it may concern,I would like to reject the response and clarify what has occurred over the past week since this incident as the response they submitted is completely inaccurate.**I brought my car into Sun Devil Auto around 11:am on Thursday to have my oil changed and air added to my tiresI never specified tire rotation, although I am not upset that they rotated my tiresI do not believe that the transmission fluid dipstick was broken and hung back in place because I have not had any issues of transmission fluid leakage before my visit to Sun Devil AutoThhe tranmission leakage occured after my visit to the shop, which would be inline with the part being broken at their locationI believe this story is a complete fabricationWhy did the store manager not call me as soon as they found the broken part? Why would I choose to drive home at the end of my work day with a broken part? This does not make senseWhen I picked my car up at 4:pm pm on Thursday, there was not a single person in the shop and I spoke directly to the manager to check out [redacted] The Manager never called me to explain the broken partHe did not call me on Thursday after I left, Friday, Saturday, Sunday or MondayI called the manager on Monday morning to report the issue where he said said it wasn't his faultThe response above never happened because I explained the resolution to him on the phone

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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved I will call them today [redacted]

To Whom It May Concern, After speaking with Ms [redacted] this morning, it appears this issue has been resolvedOur Fountain Hills location has already repaired the dipstick at no charge to herWe took the time to speak with her and try to resolve any further concerns that she hasWe appreciate your time and attention to this matterIf you have any further questions, please contact us directlyThank youSincerely, Montgomery LM [redacted] Sun Devil Auto Store Supervisor

This is a response to Revdex.com Complaint ID # [redacted] Dear Mr [redacted] :Thank you for your response However, your intentional mischaracterization of my personality and blatant omission of a long list of facts is startling and is quite enlightening especially considering the fact (fact # below) that I have been a long time loyal customer of Sun Devil Auto over the last 8-years Your refusal to honor your customer satisfaction guarantee and stunning attempt to attack my credibility as a loyal customer is difficult for me to accept So, for the sake of the record at Revdex.com, I want to take a few moments and succinctly write out all the facts related to my story and will reiterate my requests in summary at the conclusion of my response letter below.Fact #1: I am a long time customer of Sun Devil Auto and have had at least vehicles serviced at one of your east valley locations over the last decadeI am estimating that I have spent $15,to $20,at Sun Devil Auto over the last 8-yearsAs a longtime customer I have had a very friendly, congenial, and healthy relationship with ***, [redacted] and [redacted] over the years(all managers at the Val Vista store)Fact #2: Within hours after taking my van back, and over the course of several weeks after my transmission repair and drivers side axle replacement, I physically made or visits in person to the Val Vista store in addition to or telephone conversations that I had directly with [redacted] concerning all of the issues I have indicated in this complaint Your letter implies a lack of communication and awareness which is not true.Fact #3: I received the van back from Sun Devil Auto after a transmission repair and drivers side axle replacement with a hard pull so strong that the wheel had to be held firmly at 10-degrees just to drive the vehicle straightSun Devil Auto had my van for hours and performed an alignment that did not correct the problem.Fact #4: The day I picked up the van was when you were at the customer counter for the first time and after a friendly greeting and exchange between [redacted] and I, you intervened and firmly informed me that the transmission was in spec, that there were no fault codes, and that the transmission had no issuesThis was in direct opposition to what I had indicated to your staff on 7-occasionsI chose not to argue with you at all as there were other customers at the counter at the time and that is when I mentioned that I would contact management to discuss my concerns further as you made it apparent that your decision had been made and that you were unwilling to listen to my long list of complaints with the transmission.Fact #5: Before taking my van to Sun Devil for a transmission repair there were absolutely zero leaks or stains on my garage floor where I park the van nightly After taking ownership back of the van from Sun Devil, I began seeing different leaks and stains on my garage floor within hoursFact #6: The next morning after receiving the van back from Sun Devil the van started making power steering noises on cold startup I drove the van to Auto Zone where a clerk looked under the hood and pointed out to me that the power steering reservoir was completely empty I purchased a bottle of power steering fluid and poured it in and within minutes the PS whining stopped.Fact #7: The rebuilt transmission that was installed in my van (as communicated on 7- occasions as indicated above) shifts rough, slips, hunts, lugs, leaks, and causes RPM’s to race when climbing.Fact #8: When climbing, the RPM’s spike and the engine races before the transmission finally locates a cruising gear to settle into Fact #9: When descending (e.gfrom Flagstaff on the I-17) the engine races and the transmission is unable to shift up/down without manual intervention causing RPM’s to spike and forcing cruise control to be immediately revokedFact #10: When making a quick stop (at a yellow light for example) the transmission slips and hunts for a lower gear and lugs a bit before shifting hard and settling into gear without stuttering further.Fact #11: When driving in stop and go traffic, the transmission shifts up/down “searching” for a gear causing the van to lug and stutter.Fact #12: I took the van to [redacted] to have the Alignment inspected and fixed (since Sun Devil was unable to do this competently) and to have the Power Steering inspected to make sure that no damage had been incurredNever at any time did I request nor did [redacted] do a transmission inspection.Fact #13: After multiple visits to [redacted] (alignment) and separate visits to [redacted] (tires) I have been advised by multiple mechanics that the hard pull to the left that remains after alignments and a set of brand new tires is in fact called “torque steer” and may be connected to the driver’s side axle that was replaced during the transmission service.Based on the robust list of issues and comprehensive facts that I have conveyed to Sun Devil Auto personnel on many occasions both in person in store # [redacted] and on the telephone with the store manager, and have carefully documented yet again in this 2nd letter, I am hereby reiterating the summary of my requests from Sun Devil Auto:Full Repair and/or replacement of rebuilt transmission (or) a full refund of the cost of invoice ($3,330.76) so that the transmission can be replaced at a non-Sun Devil transmission shop and/or Extension of the Sun Devil transmission warranty to years/36,miles Reimbursement of $paid for Alignment at [redacted] on 10/5/2015Reimbursement of $paid for Power Steering repairs at [redacted] on 10/5/2015Replacement of driver’s side axle with a Honda part (or allow me to pay the difference from the aftermarket axle that you installed versus a Honda certified axle) in a best effort to eliminate the torque steer that began after Sun Devil replaced the axle during the transmission replacement.As a longtime customer, I am once again asking you as a corporation to stand behind your brand, to honor your customer satisfaction guarantee, and to credibly stand behind your products and labor to diligently resolve the root causes of the issues described here.Thank you for your careful consideration of this matter

THE EVENTS AS STATED ARE CORRECT ACCEPT YOU MANAGER LEFT OUT A FEW THINGSLIKE WHEN I FIRST WENT TO PICK UP THE TRUCK THE ENGINE LIGHT WAS STILL ONTHE MANAGER CLAIMED IT WAS FOR A DIFFERENT REASON AND HAD IT RESETSEEM LIKE TO ME IT SHOULD HAD BEEN CHECKED BEFORE RELEASE TO THE CUSTOMERON THE SECOND OIL LEAK HE QUOTED ME ONE PRICE AND WHEN I REFUSED HE LATER CALLED ME BACK AND OFFERED A DIFFERENT PRICE SAYING HE MIS-QUOTED THE SECOND REPAIRiF THAT DOESN'T SOUND LIKE A SWINDLE I DON'T KNOW WHAT DOESWE FIXED THE LEAK OH ITS LEAKING SOMEWHERE ELSE AND IT WILL COST MORE OH WE MIS-QUOTED YOU......GET THE DRIFT.MY ISSUE IS WITH TRUST, A MECHANIC SHOULD BE ABLE TO FINE ONE OR ALL THE LEAK IN A OIL SYSTEM NOT MAKE THE CUSTOMER BRING IT BACKALL I DID WAS DRIVE IT HOME AND LET IT SIT TO FIND THE SO CALLED SECOND LEAK SO AT BEST THEY ARE POOR MECHANICS, AT WORST THEY ARE RUNNING SOME PRICING SCAMEITHER WAY, NEVER GOING BACKDON'T WANT A DISCOUNT DON'T EVEN WANT IT FOR FREETHEY ARE JUST BAD NEWSTHIS COMPLAINT WAS SO OTHERS CAN SEE THE ISSUES AND MAKE UP THEIR OWN MINDS ABOUT THE QUALITY OF WORK DONE THERE.THANK FOR YOUR TIMEI CONSIDER THE ISSUE CLOSED

On May 2, 2015, Ms [redacted] brought her Pontiac Grand Am SE to our Thomas Rdrepair facility to have her air conditioning inspectedShe stated that the A/C was not blowing coldWe offered to inspect her vehicle and found that the A/C suction and discharge hose assembly was leaking and that there was no freon in the systemWe explained to her that this had to be replaced and that we would re-inspect the system afterwards for any other leaks, but due to the size of the leak at the hose, that had to be repaired firstMs [redacted] agreed and we proceeded with the repairsUpon completion of the A/C repairs, we let the vehicle run for a short period and re-inspected for any further leaksNo further leaks or problems were found and Ms [redacted] was called to pick up her vehicleUpon pick up, she was informed that dye had been added to her A/C system to ensure that if any smaller leaks were present that we would be able to see themAs freon is a gas, it requires the dye to intermingle with the freon to show any leaks, as there are no other tell-tale signs of an A/C leakMsHill picked up her vehicle at that timePlease note that mileage was 139465.0On May 9, 2015, Ms [redacted] returned to our [redacted] **facility stating that her A/C had started blowing warm againWe offered to re-inspect the vehicle for her at no charge and determine what the issue mightbeThe manager reminded her that we had put dye in the system previously to ensure that if any other leaks were present, we would be able to find themUpon inspection of the vehicle it was determined that no further leaks existed, however, the air conditioning compressor had a mechanical failure and was not allowing the clutch to engage to create pressure and create cold airMs*** was informed of this and she declined repairs as her budget did not allow for her to spend any more money on her vehicle at that timePlease note that mileage at that time was 139677.We do not feel that a chargeback is warranted in this matterMs [redacted] vehicle was properly diagnosed and initially repairedUnfortunately, her A/C was empty of freon and had to be repaired and charged todetermine if any other problems existedHer vehicle was repaired when it left our facility, and the necessary repairs that were performed are still working as intendedUnfortunately, she has had a mechanical failure that is beyond our control, and was not something that could be foreseenWe appreciate your time and attention to this matterPlease contact us directly if you have any further questionsThank you Sincerely, [redacted] Sun Devil AutoStore Supervisor

April 27, Revdex.com N12th Street Phoenix, AZ ###-###-#### / ###-###-#### RE: ID# [redacted] We feel we have acted in good faith and it is unfortunate that Mr [redacted] feels otherwiseWe stand by our original letter regarding this matterI would like to remind Mr [redacted] of parts of my original statementRegarding his oil leak, the intake manifold was leaking on top of his engine down the engine on to the oil panWe could not in good faith recommend replacement of the oil pan gasket even though it was wet with oil knowing the oil was leaking from the top down the engine, that leak need to be repaired firstAlso Mr [redacted] stated in his comments the location manager made a mistake when pricing the repair needed to fix his oil leak and discovered his mistake then corrected itMr [redacted] views this as a bad thing and I have to disagree What it shows is we are a capable of making mistakes and correcting themNo further action is recommended regarding this matterIf you have any question you can contact me at ###-###-####Sincerely, Chris D [redacted] General Manager

12-29-16In regards to response from Montgomery l M [redacted] Store Supervisor at Sun devil Auto,The next day after (12-14-16) Sun Devil did the inspection etc I notice the rt rear brake making a squeaky noise and the 15th the noise started to sound like the loose parts in rt rear drum that the tech pried off to check rear brakeOn the 16th I attempted to get ahold of the owner/president of Sun Devil Auto to talk to him about the situation and ended up talking to a couple different employees of Sun Devil in which the last person I talked to said the manager of all the stores would contact me and it ended up with the same person that give me the story on what happened, at that time I mentioned I wanted to talk to the Owner/President, he the manager said that will never happenAnyway, to make a long story as short as I can at the time I took my car to get an oil change there were no loose parts in rear brakes they became loose when they pried the drum off, they won’t admit that they broke the spring cup at that time and the parts they found loose came from the force they used to get the drum off do to not de-adjusting enoughThe parts that they took off my car and replaced with new ones they gave to meThe brakes were not frozen to the drum that’s why I had the brake travel noise from brakes pulling back in (after parked) from other springs to keep away from drum while driving You can see on the spring cup when they pried the brake drum off it pulled the post that goes through the spring cup that holds the brake shoe on against the back plate through the cupI have the parts they took off and can prove that what I’m saying is the truth because there is no mangling of parts that would be caused from loose parts inside the rear drums for over a year, all my brakes needed at that time was adjustedBeing in the automotive business for many years from being a brake specialist, owned repair shops and dealerships I have a great knowledge of the business and would like to talk to the owner/president of Sun Devil Auto (Which I wanted to do to start with but Store manager said it would never happen) to see if this is a common practice on what has happened to me in regards on what really took place.PS it will be interesting to see what is making the loose parts noise I now have in the rt rear wheel they forced/pried the drum off of Sincerely,Concerned customer

October 7, 2015Revdex.comN12th StreetPhoenix, AZ 85014###-###-#######-###-#### RE: ID#: [redacted] Ms [redacted] came in on 09/14/with a check engine light on and needed to pass emissionsThe vehicle had four diagnostic trouble codes set in the computer causing the check engine light to come onThe codes indicated issues with lean running & an issue involving the camshaft solenoidMs [redacted] authorized Sun Devil Auto to perform diagnostic service to inspect these codes.These codes are diagnosed by following a step by step procedure on a diagnostic flow chartThe lean code involved the use of a vacu-tech machine that will check the vehicle for vacuum leaksWe recommended replacement of the bo***vacuum hose, vacuum pump & camshaft position solenoid valve, as noted on the customer invoiceMs [redacted] authorized only the replacement of the bo [redacted] vacuum hose &the camshaft position solenoid valveMs [redacted] knew further repairs would be necessary as noted on her invoice Ms [redacted] returned on 09/19/as the engine light returnedshe authorized us to replace the vacuum pump that we had originally informed her of on the first visit and she chose not to replace at that time Ms [redacted] returned on 09/24/stating the engine light came back on and the vehicle was starting slowThis was the first time we were informed of the slow starting issueIn conversation while the technician was checking her battery the customer informed me she had passed the emission testThe slow starting issue was diagnosed as a battery failureThe check engine light was not on at that timeWe also scanned the on board computer to see if there were any trouble codes and there were none Ms [redacted] authorized Sun Devil Auto to replace the batteryMs [redacted] called on 09/26/to discuss the repairs she had performed on her vehicleShe had contacted North Scottsdale V.Wand spoke with John ***,a V.Wservice adviserShe went over her repairs with Mr [redacted] as she understood themMr [redacted] informed Ms[redacted] a battery issue could affect the engine lightThe Ms [redacted] took this information to mean that she only needed a battery in the first place and the other repairs were unnecessaryI reviewed the steps we took to diagnose the trouble codes, the equipment we use, the flow charts we follow and that a battery could not cause a bo [redacted] vacuum hose to be torn or a vacuum pump to leak vacuumSteve the location Manager informed Ms [redacted] and he would call Mr [redacted] at V.Wto discuss the repairs we performed on her vehicle He called and talked to Mr [redacted] at North Scottsdale V.WHere viewed what the customer came in for, what codes the customer had, and the steps we took to correct the customer issuesMr [redacted] simply said “that this was a whole lot more information than Ms[redacted] provided him”, Mr [redacted] when on to say “he felt we correctly repaired the vehicle”Steve called Ms [redacted] back to review the phone conversation I had with Mr [redacted] and to attempt to walk the customer back thru the repair process we performedShe informed him that she did not want to go over it again and did not agree that the repairs we performed were needed We performed only the repairs Ms[redacted] authorizedShe was fully aware additional repairs were needed and we document recommendations on her invoiceWe successfully repaired the vehicle and the vehicle has passed the emission test We feel Ms [redacted] is being unreasonable in her request for a refund of any kindShe was misinformed by Mr [redacted] and once Mr [redacted] had all the correct information he agreed with the repairs and Ms [redacted] now does not value his opinion, which makes no sense to me considering the only reason she felt that way was due to her original conversion with Mr***We hope Ms [redacted] changes her opinion regarding this matter as we do value her as a customer and hope to help her with any of her future automotive needsWe feel a refund is unwarranted and no further action should be taking regarding this matter and consider this matter closed If you have any question you can contact me at ###-###-#### Sincerely,Chris D***General Manager

To Whom It May Concern, We have reviewed the complaint by Mr [redacted] and would like the opportunity to discuss this matter further with himWe take our customer’s concerns very seriously and have not yet had the opportunity to resolve this at a corporate levelHowever, in this complaint Mr [redacted] has requested that we not contact him under any circumstancesWe would like to request that he contact our customer service department at his earliest convenience to discuss this matter further at ###-###-#### We appreciate the time and concern placed on this matter and look forward to hearing from Mr [redacted] soonThank you Sincerely, Montgomery LM [redacted] Sun Devil Auto Store Supervisor

To Whom This May Concern, On March 30, Ms [redacted] had her Buick Lucerne towed to our Sun Lakes repair facilityHer vehicle had a dead battery and she was leaking fluids pretty severely underneathMs [redacted] explained that her vehicle had become hard to steer and that her battery was going dead on her and wanted us to inspect itWe agreed to check her vehicle over and to call her with recommendationsUpon inspection of the vehicle, the technician found that the vehicle was in need of multiple repairsThe rack and pinion was leaking heavily, the alternator was not charging the battery, the battery was dead in the vehicle, the serpentine belt was heavily cracked, there were multiple transmission and oil leaks, the lower control arm bushings were cracked and stretching, the front brake were worn 80%, the engine and transmission mounts were broken and/or stretched, and the radiator hoses were the original hoses are were a little spongyMs [redacted] was presented with all of this and the pricing to repair all itemsMs [redacted] made the determination that it was not in her budget to repair all of this and that she only wanted the power steering repaired and that alternator replacedWe agreed to offer her a $discount for the repairs, and to credit her for the tow, and that these discounts would be reflected at the bottom of her invoiceWe agreed to perform these repairs for her and call her when it was completedMs [redacted] stated that it would take her a little bit to get the money together for the repairs, and we agreed to house the vehicle until such time that payment could be madeMs [redacted] agreed with this arrangement and repairs were performed Upon completion of repairs we called Ms [redacted] and informed her that her vehicle as completed and ready for pick upMs [redacted] stated that she was still collecting funds and would contact us when she had all of the money together for the repairsWe agreed and waited to hear back from herMileage on her vehicle was On April 21, Ms [redacted] arrived at the Sun Lakes location to retrieve her vehicle, as she had raised the money necessary to pay for and pick up her vehicleAs they were reviewing the bill she told the manager that she should not have been charged for the tow as it was showing on the billThe manager explained that they have to account for the towing charge, but that the discount on the ticket was to reflect the free tow ($39.95) and the rest was the $discount he had extended to herThis charge appeared at the bottom of her billHer total after taxes came to $Ms [redacted] gave the manager $in cash, with a remaining balance of $Dave explained this to her and asked how she would like to payShe gave him her Visa card, which he ran for $26.06, the remaining total of her billThe manager and the service advisor then explained to her that she still had some serious oil leaks, her brakes were getting close, and that the battery would need to be replaced as the alternator had drained the battery when driving, and sitting in the shop for almost a monthMs [redacted] declined any further repairs and said she would address the concerns laterThe manager again explained that she still had oil and transmission leaks and to drive the vehicle as little as possible until such time that they could be repairedMs [redacted] agreed and took her vehicle We had no further communications with Ms [redacted] prior to receiving this complaintUpon receipt, we contacted Ms [redacted] immediately to attempt to resolve the issue as we were unaware that there was a problemMsCaldwell stated that she hadn’t brought it back because of conversations she had with other individuals and decided to have her vehicle towed elsewhereWe then reviewed the invoices from the outside repair facility togetherIn the invoices from the other shop it states that there was an oil leak from the oil filter that performed by an outside facility, and that there were transmission leaks, which we had informed her ofThe power steering is not leaking, and the alternator on the vehicle is performing as intendedThis was one week after we had performed the work on her vehicleShe then brought the vehicle back to the other facility in June to have them examine her A/C as she felt that she was not getting the proper volume from the air ventsThey replaced her cabin air filter and evacuated and recharged her air conditioning at that timeWe tried to explain these items to Ms [redacted] and she told us that she did not understand any of the items replaced or what was diagnosed and would have someone else come down to the store and speak with us as she felt that she did not want to come down alone and needed someone to help her understand thisMs [redacted] never arrived at the store to discuss this matter further We feel that we have acted on Ms [redacted] best interestWe performed the repairs as authorized by her, and those items are still operational and no further issues were found with those componentsMs [redacted] was charged exactly what is on her invoice and what she had agreed toWe appreciate your time and attention to this matterShould you have any further questions we encourage you to contact us directlyThank youSincerely,Montgomery L M***Sun Devil AutoStore Supervisor

To Whom this May Concern, On November 19, 2015 Ms. [redacted] brought her 2004 Chrysler Pacifica in for an oil change and tire rotation. We performed this service and she left our facility.... We received a phone call from Ms. [redacted] and she explained that her oil light had illuminated and that she was concerned. We invited her to come back at her earliest convenience, but stressed that we needed to examine it sooner than later. Ms. [redacted] had her boyfriend bring the vehicle down and we immediately brought in to the service bay to examine it. It was quickly determined that the oil drain plug gasket was leaking. We told her boyfriend that we would replace it immediately. Upon removal of the drain plug, the threads in the oil pan came out with the drain plug. We immediately told her boyfriend that this was the case and offered him a few different solutions for repair. We offered that to re-tap the threads and install a different drain plug or to remove and replace the oil pan. We explained that as the drain plug is tightened over and over and the engine is heated up during normal operation, that the metal where the threads meet can stretch and expand. Over time, this leads to the threads on the oil pan, which are aluminum, to stretch and eventual they will break away from the pan and come out with the drain plug. He stated that he was in a hurry and need to get done as quickly as possible. We offered to use an oversized drain plug to make the repair, but also informed him that this was not a permanent repair and that they would need to return for a permanent solution. He agreed to relay the message and left after the plug was installed and the oil was filled back to capacity. Since this time we have only received this letter as communication from Ms. [redacted] We have attempted to reach her in an effort to reach a resolution and encouraged her to reach out to our customer service department so that we can come to terms on a mutually beneficial solution. Ms. [redacted] has not made any further attempts to contact us. We would encourage her to reach out so that we might resolve this matter. If you have any further questions in regards to this matter, we ask that you contact us directly. Thank you. SincerelyMontgomery L M***Sun Devil AutoStore Supervisor

We were very disappointed and surprised to hear of Ms [redacted] unhappiness in her last serviceMs [redacted] had us replace the clutch in her vehicle in October of 2015, and that service had a 12-month warrantyWhen we inspected her vehicle in April of we identified there was a problem with the clutch and the location manager Jeremy knowing at that time the clutch repaired performed on October 2nd, was out of warrantyHowever he told Ms [redacted] he would replace the clutch at no charge to herI see that gesture as way above customer service, since we were in no obligation to do so We removed the transmission from the vehicle to replace the clutch and discovered that the flywheel that the clutch engages was bad requiring replacementA clutch and flywheel are inside of the transmission and until you remove the transmission you cannot see itWe were able to reuse the flywheel on the last service; however it needed to be replaced this timeMs [redacted] was given two estimates on replacing the flywheel, one was available locally and the other had to be special orderedBecause of the cost difference Ms [redacted] elected to go with the one that had to be special ordered, once we received the part we finished the repair the following day We feel we have gone over and above any resendable expectation of customer service in helping Ms***We do hope to retain Ms [redacted] as a future Sun Devil Auto customer and hope she finds value in the customer service we have provided to her over the yearsHowever, her request for a refund is unwarranted and unreasonable If you have any questions, please contact me a ###-###-#### Sincerely, Chris D [redacted] General Manager

To Whom this May Concern, Please be advised that our position on this matter has not changed. At no point did we attempt to defraud or misdiagnose a problem with his vehicle. The diagnostic procedure for his vehicle was followed precisely. Had we simply recommended a teardown of the transmission initially, while the diagnostic clearly stated to attempt the lesser repairs prior to that point, would have been unethical. With the controller components malfunctioning, this would cause a transmission problem, but also a check engine light. With the check engine light and the failure at hand, it would have been impossible to determine that there was a mechanical failure without first repairing these items. Once these items were repaired, no further problem existed. We still believe that we acted in the best interest of Mr. [redacted] in recommending only the components that were recommended in performing the diagnostic procedure at that time. We are still willing to work with Mr. [redacted] on his repairs, but we must first have an opportunity to tear down the transmission and determine the cause of mechanical failure. We thank you, again, for your time and attention to this matter. If you have any further questions, please feel free to contact us. Thank you. Sincerely, Montgomery L M [redacted] Sun Devil Auto Store Supervisor

To Whom this May Concern, On December 13, Mr*** brought his Infiniti QXto our Power Road facility to have his oil changedWhile we were writing him up for his oil change, he asked us if during our inspection we do a brake inspectionWe explained all the items that we check,
including his brakes, and he asked if we could lubricate his backing plate as he was having some noise when releasing the brake pedalWe offered to examine the brake system and help him to determine the best course of action after we had a chance to inspect itMr*** agreed and we proceeded with the oil and inspectionThe general service technician pulled his vehicle in and started the oil change, tire rotation, and full inspectionThe rear drums on Mr*** vehicle require that to remove them, they must be de-adjusted and bolts are used to “walk” the drum away from the rear hub to gain a clear view of the entirety of the rear braking systemThere is also a small rubber plug that can be removed at the backing to inspect the rear brake lining without having to remove the entire drumAs the technician was replacing the tires on his vehicle Mr*** asked if we had removed the drums to perform his brake inspection as the technician was placing the wheels back on the carWe went to speak with the service technician and he explained that he had removed the small rubber plug at the back and saw that there was plenty of brake shoe left and so he proceeded with the rotation and was in the process of placing the wheels back onWe apologized to Mr*** for the lack of communication to the service technician as to what we were trying to examine so he left the rear tires off of the vehicle so that a full line technician could check out the rear brakes and make a determination as to causeWe explained to him that this process takes a little bit more time than the minutes but we could definitely do this, as we offer a free brake inspectionMr*** asked if this was still a free service, and we told him that it was, we just needed a little extra timeMr*** agreed to have us inspect itThe technician de-adjusted the rear shoe on the right side as far in as they would go and started the process of trying to “walk” the drum off of the hubAs he began to move the drum forward several pieces of the rear brake hardware fell out of the right rear drum and the shoes were stuck against the drumThe small pin that holds the spring and the spring cups in place was completely missingWe immediately brought this to Mr*** attention and explained that he had an issue inside the drum and showed him the pieces that came outWe explained that we could continue to pull it apart, but this may damage the rear shoes, other parts of the hardware, etc., if we proceededThat we would definitely need to replace components once it was completely apart, but wouldn’t know exactly what until it was apartMr*** agreed that we needed to proceed and wanted us to inform him of what he neededWe proceeded to remove the brake drum on the right rear and found that the rear brake drum was clearly over its maximum wear limit and ha d a large groove worn into it, and there were other smaller springs in the drum that head broken freeWe explained to Mr*** that we needed to replace the brake hardware and replace the brake drumsThat the brake shoes were trapping themselves in the groove of the drum and that the wheel cylinder was overextending due to the thinness of the drum contact surfaceMr*** stated that he did not want to replace the drums as they “looked fine” to himWe took micrometer readings and found that the drums were severely over the maximumMr*** asked that we only replace the hardware in the right rear, and that we leave the rest of the vehicle aloneHe stated that he used to be a brake technician and that he knew that we would attempt to “rip him off on the prices” of the new partsWe explained that as a retail business that we have to make money on anything we do as that’s how we stay in business, but that our prices are competitive and fair to the marketMr*** then stated that he asked the technician about his vehicle and that the technician had admitted fault and wanted us to replace his parts at no chargeWhen questioned about this, the general service technician had simply apologized for not pulling the drums off the vehicle initially to perform a complete inspection of the braking system; he had simply pulled the rubber plugs on the back of the drums to inspect for shoe thicknessThis was explained to Mr*** and he disagreed with the prior statementWe offered, as a sign of goodwill, to sell him the brake hardware kit at our costWe saved the old parts for him, and placed the new hardware on the right rear onlyWe finished up his service and he paid us for the oil change and hardware kitWe made sure to thoroughly note his invoice as to the issues that we foundPlease be advised that mileage at that time was 187, Approximately one week later Mr*** called our corporate office and requested to speak with a supervisorAs I am the one who normally handles customer service calls I called Mr*** to further discuss the situationMr*** stated that he felt that I wasn’t going to try to help and the conversation was futileI told him that I was still interested in trying to help him, as I was the day he came in for service, but I do not feel that we needed to replaced components for free as the problem existed prior to him coming to our shopIt was offered that he simply pay us for the new drums and we would happily replace the hardware on the left side for eh vehicle, which we gave to him when he left, and put the drums with no labor cost, and then clean and adjust the rear brakes at no charge to ensure that he had no further issuesI again explained that with the drums being oversized he would continue to have concerns, and we needed to address thisMr*** stated that because of his prior experience in brake repairs that he was well aware of what his limitations were and that this was just a ploy to get people to buy partsThat the large lips on the edge of the drums “Weren’t that bad” and that he did not need them and just wanted his brake back the way that they came inI then explained that the brakes were actually in better condition that when he came in as the hardware was broken and missing pieces upon arrival, but that this brake would continue to have issues and noises due to the size of the rear drumsI stated that my offer would still stand if he chose to have it repaired to which he replied “I’m not going to have you *** me on the partsI’ll have to go through other channels to get this resolved.” He then terminated the call We feel that we have acted in Mr*** best interest throughout this entire situationWe were apologetic at our technician not performing a full inspection initially, we kept him up to speed on the inspection and to the issues we encountered as we were performing the check, we walked him out to show him parts on his vehicle, we sold him the parts necessary to put it back together at cost, and we offered to further help him by not charging him laborHowever, the items for repair on his vehicle were in the condition we found them in prior to him arriving at our repair facilityWe do not feel that any further concessions should be made and our offer still stand should he decide to acceptWe thank you for your time and consideration to this matterShould you have any further questions, please contact us directlyThank youSincerely, Montgomery LM*** Sun Devil Auto Store Supervisor

To Whom It May Concern, On October 26, Ms*** brought her Jeep Patriot to our Van Buren location to have her oil changed and tires rotatedShe dropped the vehicle in the afternoon and was expecting to pick up her vehicle at the days endWhen the technician pulled the vehicle in and
performed the complimentary inspection, he found that the transmission dipstick tube was broken and had been hung back in placeThis was brought to the attention of the store manager who asked him to place the tube back in the vehicle and he would address the concern with Ms*** upon her returnMs*** arrived late in the day, and during the busy rush of customer’s the manager failed to mention the broken tubeMs*** paid for her service and left our facilitySince the time of this incident our store manager has contacted Ms*** and explained the situation to herWe are more than happy to replace the broken tube at no charge to Ms***We offer this as a showing of good customer service as we failed to bring this to her attention, as is procedureWe are waiting to hear back from Ms*** and we have attempted to contact her after her conversation with the store managerWe request that she contact our customer service department to discuss when a good time to resolve this with her would be We thank you for your time and attention to this matter and we look to hopefully have a speedy resolutionIf you have any further questions we request that you contact us directlyThank you Sincerely, Montgomery LM*** Sun Devil Auto Store Supervisor

Ms*** and I have come to an agreement to refund her $350.00. She is very happy and satisfied with this offer and we hope that we will continue to earn her business in the future.If you have any questions, please feel free to call me
at ***.Sincerely,*** ***General Manager

April18, 2016Revdex.comN12th StreetPhoenix, AZ 850114###-###-#### I ###-###-####RE: ID#*** *** ***On March 23, Mr*** brought his vehicle in to our location in Sun City West for several inspectionsFirst, the inspection of wiring damage caused by a
possible rat infestationSecond, why the engine light was on and why the vehicle was running rough And third, an inspection of an engine oil leakUpon inspection our technician found several vacuum lines and the fuel injector wiring harness had been chewed threw and damaged requiring repair and replacementThe intake manifold was leaking oil from the top of the engine and the vehicle needed some standard maintenance*** the location manager inspected the vehicle with our technician and confirmed all recommended needs*** then called Mr *** explaining in detail our repairs and maintenance recommendations In that conversation *** was very clear with Mr *** regarding the oil leak in questionHe told Mr *** that the intake manifold was leaking down the back of the engine and down the bellhousing of the transmission and on to the engine oil panHe also stated because of gravity oil will leak down and we needed to repair the highest leak and re-inspect if any oil leaks persistWe Gave Mr *** an estimate and he authorized the repairs at that time.On April 1' Mr*** brought his vehicle back in for an inspection of an oil leakUpon inspection both *** and our Technician found that the engine was leaking oil from the back of the engine in the area of the oil panWe re-inspected the intake manifold at the top ofthe engine and found it was not leaking and was completely dry from the top to the oil panWe called Mr*** with our findings and gave him an estimate for the addition repairsMr*** declined the repairs at that time and later picked up his vehicleWhen he arrived *** had gone home for the evening and Mr*** had expressed his dissatisfaction with Chris the location Service advisor and took the vehicle.The following day Chris let *** know of his conversation with Mr ***After hearing the Mr *** was unhappy *** called Mr*** hoping to resolve this matterIn that conversation *** tried very hard to resolve this matter by remind Mr *** of the fact he told him the intake manifold was leaking from the top of the engine and all down the back on to the oil pan and needed to be repairMr*** made that conversation very difficult and refused to listen.I reviewed the calls between *** the location manager and Mr *** and confirmed what was told to Mr***It is unfortunate that Mr***'s vehicle had more than one oil leakBut we acted in his best interest by only recommending the intake manifold repair and not the oil pan gasket on the original inspection and repairThe oil pan was wet at that time but the intake was leaking above it and down onto the oil panUnfortunately we have no recommended resolution for this matter; Mr*** has since had the oil pan gasket replaced by a different repair shopWe would have offered to repair the additional oil leak at a discounted rate to Mr*** in the interest of customer serviceWe feel no further action should be taken regarding this matter.Ifyou have any question you can contact me at ###-###-####Sincerely,Chris D***General Manager

To Whom It May Concern,On May 6, Mr*** had his vehicle towed to our repair facility on Bell Rd to have it examined for a no start conditionMr*** stated that the security light would flash and the vehicle would not start when attempting to engage the key
He also requested an oil change at the sametimeWe agreed to check his vehicle and explained that there would be a diagnostic charge involved with checking his no start problem, as this was an electrical I anti-theft problem versus a battery or starter problem Mr*** agreed to this charge and we proceeded to inspect his vehicleUpon inspection it was found that the anti-theft module, which is part of the body control module, would not recognize his PATS (Passive Anti-Theft System) key, and would require a reprogramming to get the key to recognizeWe explained that this procedure would be covered with his original diagnostic charge, as we had to perform the PATS Key re-learn to proceed any furtherMr*** agreed to this and we proceededOnce the body control module was reprogrammed, no further problem was found, and the anti-theft system would recognize the key and allow it to startWe finished his oil change and advised him that his vehicle was ready for pickupMr*** then came and paid for his repairs, and picked his vehicle up.On May 11, Mr*** returned to our Bell Rdfacility stating that he had experienced the same concerns as before and wanted us to inspect itWe agreed to re-examine the vehicle at no charge and attempt to determine if there were further concernsThe vehicle was left at our facility for a total of days to attempt to duplicate the problem During the time that the vehicle was in our care we were unable to duplicate his concern and we explained that to him, but if the problem persisted that we would continue to diagnose his vehicle at no chargeMr*** agreed with this and came to pick up his vehicle.On May 18, Mr*** returned again to our Bell Rdfacility stating that his vehicle was having the same issueThe security light would flash and the vehicle would not start We agreed to examine the vehicle again, at no charge to see if we could duplicate or determine the cause of failureDuring the inspection process we noticed that intermittently the security light would flash when attempting to start, but the vehicle started flawlessly each timeWe explained to Mr*** what we had found, and we suggested having a specialist, employed by Sun Devil Auto, to come out and examine the vehicle and determine any causes of failureMr*** agreed to this and we called our specialistUpon arrival the technician found that the vehicle had some corruption in the software, but could not confirm that this was the cause, as the vehicle was starting each time, and only a light was presentOur service advisor spoke with Mr*** and explained these conditions to himWe explained that the body control module controls this system, and does have an internal problem, however the vehicle starts flawlessly and we could not confirm that this was causing his intermittent no start concernWe explained that there was an issue with the module, and would need to be addressed at some point, but could not confirm that this was the cause of failure, The service advisor explained that this was a special order item, and an electrical component that had to be programmed to his vehicle, so if this part was ordered and installed, there would be no possibility of returning the part, but the decision would lie with him if he wanted it replaced Mr*** agreed that this component needed to be replaced, if not for this issue, for other issues that could ariseHe also acknowledged that this would eliminate the body control module as being part of the starting problem and authorized us to proceed with the repairsThe module was ordered, installed and programmed the next dayWe attempted, again, to duplicate the concern, but no issues were found at that timeThe security light had stopped flashing when attempting to start his vehicleWe called Mr*** and explained this to himHe came down and paid us for the control module and labor and let with his vehicle. On May 23, Mr*** returned to our Bell Rdfacility stating that he was having the same concerns, and asked us to install a battery that he had provided as his battery was deadWe agreed to install his battery at no charge, and to attempt to duplicate his starting concernWe installed Mr***'s battery for him and then re-examined his vehicle for starting concernsNo further problems could be found with his vehicleMr*** left his vehicle with us for a span of 1week so that we could keep attempting to start it and duplicate his concernDuring that time period the vehicle started flawlessly every timeMr*** was informed of this and came to pick up his vehicle.On June 22, Mr*** brought his vehicle back in stating that he was having the same concernsThe security light would flash and the vehicle would not startWe agreed to examine the vehicle again at no charge to attempt to determine the cause of failureMr*** stated that he would leave his vehicle for a few days again so that we could attempt to determine the cause of this failureWe attempted to start the vehicle multiple times in an effort to duplicate his problemNo concerns could be found or duplicatedWe explained to Mr*** that we could not duplicate his concernMr*** voiced his frustration over his multiple visits and requested that he be refunded for the body control module and the engine diagnosticWe told Mr*** that we previously explained the conditions surrounding us ordering and installing the body control module for him and that that was his decision and there would not be a refund offered for itFurthermore, we have been unable to duplicate and verify his concernWe found issues with the body module recognizing the PATS key, and the corruption in the software in the moduleBoth were verifiable concerns and failuresMr*** came and picked up his vehicle.We feel that we have acted in Mr***'s best interest in this matterWe have inspected his vehicle several times at no further charge to him and only made recommendations based on verifiable failuresWe have explained the process to him at all stages and kept him updated with our progress during inspectionsWe have been unable to duplicate his concerns on multiple occasions as this problem appears to be intermittent and we are unable to duplicate the conditions in which he is having the concernsMr*** made the decision to replace body control module and was told that there would be no refunds on this component.We do not feel that a refund is warranted based on the circumstances of this claimWe have examined his vehicle at multiple times and found no further verifiable concernWe appreciate your time and attention to this matterIf you have any further questions please feel free to contact us directlyThank you.Sincerely, Montgomery LM***Sun Devil AutoStore Supervisor

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