We were very disappointed and surprised to hear of Ms. [redacted] unhappiness in her last service. Ms. [redacted] had us replace the clutch in her vehicle in October of 2015, and that service had a 12-month warranty. When we inspected her vehicle in April of 2017 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, 2015 was out of warranty. However he told Ms. [redacted] he would replace the clutch at no charge to her. I 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 replacement. A clutch and flywheel are inside of the transmission and until you remove the transmission you cannot see it. We were able to reuse the flywheel on the last service; however it needed to be replaced this time. Ms. [redacted] was given two estimates on replacing the flywheel, one was available locally and the other had to be special ordered. Because 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. [redacted]. 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 years. However, 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. Mr. Slaven did not pay $1200 for his radiator in his vehicle. The cost breakdown, as clearly outlined on his receipt is as follows:...
Radiator - $337.70 Labor to install - $136.50 labor guide calls for 1.3 hours The rest of the cost of the repair was for the removal and replacement of the IMRC motor and the addition of the radiator hoses which were recommended for mileage and maintenance. If you have any further questions in regards to this matter, please contact us directly. Thank you. Montgomery L M[redacted] Sun Devil Auto Store Supervisor
To Whom• It May Concern,On January 13, 2016 Mr. [redacted] brought his vehicle in to our Sun City facility to have some previously recommended service performed on his vehicle. On September 12, 2015 we made recommendations to flush the transmission, flush the power steering fluid, replace the radiator...
hoses, and to flush the cooling system. These items were recommended as it appeared that they had not been previously serviced. Mr. [redacted] dropped his vehicle off and we performed the services as described. Upon completion of these services, we called Mr. [redacted] to have him pick up his vehicle. Mr. [redacted] arrived, paid for, and left with his vehicle. Please 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 vehicle. He stated that he had started to hear some noises. We agreed to check his vehicle and ensure that no problems had existed from his prior service. Upon examination, it was determined that the transmission was making an internal noise. The technician pulled some fluid from the transmission to bring the level to its exact level, but to also examine fluid condition. It was determined that fluid level was correct, and that there was no definitive noise in the transmission. Mr. [redacted] took his vehicle and stated that he would return when the manager had arrived back at the store.On February 18, 2016 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 himself. The manager confirmed that there was a noise and it was sent to our transmission department for further diagnostics. It was at this time that our transmission shop examined the vehicle and confirmed that the noise was, indeed, an internal transmission noise. It was recommended that the transmission be removed, disassembled and inspected for the internal issue. It 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 result. Mr. [redacted] agreed to allow us to remove the transmission, disassemble it, and to examine the internals for wear and/ or failure. Upon removal of the transmission we found that there were internal bearing concerns, as the bulleting described, and that a transmission rebuild was necessary. It 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 bearings. Mr. [redacted] agreed and the repairs were performed. Mr. [redacted] vehicle was delivered back to the Sun City location and Mr. [redacted] paid for and picked up vehicle. Please note that mileage at that time was 61337.We feel that we acted in Mr. [redacted] best interest. We performed necessary maintenance on his vehicle for him and made a quality repair with a fair warranty. We 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 performed. We thank you for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you.Montgomery L M[redacted] Sun Devil AutoStore Supervisor
On May 2, 2015, Ms. [redacted] brought her 2001 Pontiac Grand Am SE to our Thomas Rd. repair facility to have her air conditioning inspected. She stated that the A/C was not blowing cold. We 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 system. We 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 first. Ms. [redacted] agreed and we proceeded with the repairs. Upon completion of the A/C repairs, we let the vehicle run for a short period and re-inspected for any further leaks. No further leaks or problems were found and Ms. [redacted] was called to pick up her vehicle. Upon 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 them. As 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 leak. Ms. Hill picked up her vehicle at that time. Please 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 again. We offered to re-inspect the vehicle for her at no charge and determine what the issue mightbe. The 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 them. Upon 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 air. Ms. [redacted] 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 time. Please note that mileage at that time was 139677.We do not feel that a chargeback is warranted in this matter. Ms. [redacted] vehicle was properly diagnosed and initially repaired. Unfortunately, her A/C was empty of freon and had to be repaired and charged todetermine if any other problems existed. Her vehicle was repaired when it left our facility, and the necessary repairs that were performed are still working as intended. Unfortunately, she has had a mechanical failure that is beyond our control, and was not something that could be foreseen. We appreciate your time and attention to this matter. Please contact us directly if you have any further questions. Thank you. Sincerely,[redacted]Sun Devil AutoStore 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 #1
below) that I have been a long time loyal customer of Sun Devil Auto over the
last 8-10 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 5 vehicles serviced at one of your east valley locations
over the last decade. I am estimating that I have spent $15,000 to $20,000 at
Sun Devil Auto over the last 8-10 years. As 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 3 or 4
visits in person to the Val Vista store in addition to 5 or 6 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 10-12 degrees just to drive the
vehicle straight. Sun Devil Auto had my van for 48 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 issues. This was in direct
opposition to what I had indicated to your staff on 7-8 occasions. I 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 3 different leaks and stains on my garage floor
within 24 hours. Fact #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 7-8
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.g. from 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 revoked. Fact #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 incurred. Never at any time did I
request nor did [redacted] do a transmission inspection.Fact #13: After
multiple visits to [redacted] (alignment) and 4 separate visits to [redacted] (tires) I have been advised by multiple mechanics that the hard pull to
the left that remains after 3 alignments and a set of 4 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 #** 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 3
years/36,000 miles Reimbursement of $60.22 paid for Alignment at
[redacted] on 10/5/2015Reimbursement of $310.19 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.
To Whom this May Concern, Please be advised that our position on this matter has not changed. We are not placing blame on any person in this matter. This is not a condition of dis-repair or lack of maintenance. This is also not an act of negligence. This is a common problem with these vehicles. Unfortunately, this is not a minor repair. Replacement of the shims DOES require teardown of the transmission for replacement. When we disassembled the transmission we found contamination in the torque converter and found other internal issues that led us to the recommendations we made on this vehicle. At no point was fluid not filled, nor was it added later. This is a common failure on these vehicles and is recognized by Chrysler as evidenced by the service bulletin. We thank you, again, for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you. Montgomery L M[redacted] Sun Devil Auto Store Supervisor
To Whom It May Concern, We have reviewed the complaint by Mr. [redacted] and would like the opportunity to discuss this matter further with him. We take our customer’s concerns very seriously and have not yet had...
the opportunity to resolve this at a corporate level. However, in this complaint Mr. [redacted] has requested that we not contact him under any circumstances. We 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] soon. Thank you. Sincerely, Montgomery L. M[redacted] Sun Devil Auto Store 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[redacted]Sun Devil AutoStore
Supervisor
It seems that there are some discrepancies in the response from Sun Devil Automotive. First. On 2/11 I took the vehicle in when I heard the noise and watched the repairmen through a glass viewing window and they were adding fluid to my transmission. When they stated that they had driven the vehicle and all was fine. No noise heard, I left the repair facility thinking the problem had been solved. While driving home I detected the same noise as before. I took the vehicle back on 2/15. That is when the manager got involved. He wanted to send my vehicle across town to their Transmission shop. I had several Doctors appointments so I agreed to bring it in on the 18th. of February. The Transmission shop had the car for Thirteen days. I was contacted on the 26th. and told the vehicle would be returned to me later that afternoon. The Transmission shop then said that the vehicle was not shifting right and they had no idea when it would be repaired. I was then contacted on March 1st advising me that my vehicle was ready.I drove my vehicle a total of 173 miles from Jan 13th until Mar 1. Any additional miles were driven by the repair facilities.In regard to the Chrysler Bulletin # 21-008-10. The service suggestion is to replace several shims that were too thin with thicker shims which is a minor repair. Definitely not a total transmission rebuildI believe that Sun Devil is trying to shift the blame onto me rather than taking responsibility for not filling or under filling my transmission while being serviced.
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 11:00 am on Thursday to have my oil changed and air added to my tires. I never specified tire rotation, although I am not upset that they rotated my tires. I 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 Auto. Thhe tranmission leakage occured after my visit to the shop, which would be inline with the part being broken at their location. I believe this story is a complete fabrication. Why 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 sense. When I picked my car up at 4:15 pm pm on Thursday, there was not a single person in the shop and I spoke directly to the manager to check out. ** The Manager never called me to explain the broken part. He did not call me on Thursday after I left, Friday, Saturday, Sunday or Monday. I called the manager on Monday morning to report the issue where he said said it wasn't his fault. The response above never happened because I explained the resolution to him on the phone.
October 7, 2015Revdex.com4428 N. 12th StreetPhoenix, AZ 85014###-###-#######-###-#### RE: ID#:[redacted] Ms. [redacted] came in on 09/14/2015 with a check engine light on and needed to pass emissions. The vehicle had four...
diagnostic trouble codes set in the computer causing the check engine light to come on. The codes indicated issues with lean running & an issue involving the camshaft solenoid. Ms. [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 chart. The lean code involved the use of a vacu-tech machine that will check the vehicle for vacuum leaks. We recommended replacement of the bo[redacted]vacuum hose, vacuum pump & camshaft position solenoid valve, as noted on the customer invoice. Ms. [redacted] authorized only the replacement of the bo[redacted] vacuum hose &the camshaft position solenoid valve. Ms. [redacted] knew further repairs would be necessary as noted on her invoice. Ms. [redacted] returned on 09/19/2015 as the engine light returned. she 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 09/24/2015 stating the engine light came back on and the vehicle was starting slow. This was the first time we were informed of the slow starting issue. In conversation while the technician was checking her battery the customer informed me she had passed the emission test. The slow starting issue was diagnosed as a battery failure. The check engine light was not on at that time. We 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 battery. Ms. [redacted] called on 09/26/2015 to discuss the repairs she had performed on her vehicle. She had contacted North Scottsdale V.W. and spoke with John [redacted],a V.W. service adviser. She went over her repairs with Mr. [redacted] as she understood them. Mr. [redacted] informed Ms.[redacted] a battery issue could affect the engine light. The Ms. [redacted] took this information to mean that she only needed a battery in the first place and the other repairs were unnecessary. I 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 vacuum. Steve the location Manager informed Ms. [redacted] and he would call Mr. [redacted] at V.W. to discuss the repairs we performed on her vehicle. He called and talked to Mr. [redacted] at North Scottsdale V.W. Here viewed what the customer came in for, what codes the customer had, and the steps we took to correct the customer issues. Mr. [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 performed. She 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] authorized. She was fully aware additional repairs were needed and we document recommendations on her invoice. We 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 kind. She 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. [redacted]. 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 needs. We 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[redacted]General Manager
Though there are statements in the Sun Devil Auto response that I accept there are others that are not the case...1. At the initial visit to the shop the vehicle was not towed and was running fine. As stated in my complaint the problem that I was experiencing was exactly what is indicated in the owner's manual, that is, one had to wait 8-10 minutes for the security light to stop flashing before attempting to start the engine. 2. On the May 18th visit, nothing was conveyed to me about "only a light was present" and I was led to believe that replacing the electrical component (BCM) would correct the problem. 3. It was not conveyed that replacing the BCM would eliminate the BCM as the problem. If so I would have given serious consideration before okaying its replacement especially since SDA contends they informed me that the BCM was a non returnable part as well as non refundable. 4. Finally SDA should have given me a written estimate as to what they are saying they told me before attempting to repair the vehicle.
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 It May Concern, After speaking with Ms. [redacted] this morning, it appears this issue has been resolved. Our Fountain Hills location has already repaired the dipstick at no charge to her. We took the time to speak with her and try to resolve any further concerns that she has. We appreciate your time and attention to this matter. If you have any further questions, please contact us directly. Thank you. Sincerely, Montgomery L. M[redacted] Sun Devil Auto Store Supervisor
To Whom This May Concern,
On March 30, 2015 Ms. [redacted] had her 2007 Buick Lucerne towed to our Sun
Lakes repair facility. Her vehicle had a dead battery and she was leaking
fluids pretty severely...
underneath. Ms. [redacted] explained that her vehicle had
become hard to steer and that her battery was going dead on her and wanted us to
inspect it. We agreed to check her vehicle over and to call her with
recommendations. Upon inspection of the vehicle, the technician found that the
vehicle was in need of multiple repairs. The 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 spongy. Ms. [redacted] was presented with all of this and the
pricing to repair all items. Ms. [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 replaced. We agreed to offer her a
$100.00 discount for the repairs, and to credit her 39.95 for the tow, and that
these discounts would be reflected at the bottom of her invoice. We agreed to
perform these repairs for her and call her when it was completed. Ms. [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 made. Ms. [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 up. Ms. [redacted] stated that she was still
collecting funds and would contact us when she had all of the money together
for the repairs. We agreed and waited to hear back from her. Mileage on her
vehicle was 89402.
On April 21, 2015 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
vehicle. As 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 bill. The 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 $100.00 discount he had extended to her. This charge appeared at the bottom
of her bill. Her total after taxes came to $2626.06. Ms. [redacted] gave the
manager $2600.00 in cash, with a remaining balance of $26.06. Dave explained
this to her and asked how she would like to pay. She gave him her Visa card,
which he ran for $26.06, the remaining total of her bill. The 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 month. Ms. [redacted] declined any further repairs and said
she would address the concerns later. The 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 repaired. Ms. [redacted] agreed and
took her vehicle.
We had no further communications with Ms. [redacted] prior to receiving this
complaint. Upon receipt, we contacted Ms. [redacted] immediately to attempt to
resolve the issue as we were unaware that there was a problem. Ms. Caldwell
stated that she hadn’t brought it back because of conversations she had with
other individuals and decided to have her vehicle towed elsewhere. We then
reviewed the invoices from the outside repair facility together. In 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 of. The power steering is not leaking, and the
alternator on the vehicle is performing as intended. This was one week after we
had performed the work on her vehicle. She 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 vents. They replaced her cabin air
filter and evacuated and recharged her air conditioning at that time. We 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 this. Ms.
[redacted] never arrived at the store to discuss this matter further.
We feel that we have acted on Ms. [redacted] best interest. We performed the
repairs as authorized by her, and those items are still operational and no
further issues were found with those components. Ms. [redacted] was charged
exactly what is on her invoice and what she had agreed to. We appreciate your
time and attention to this matter. Should you have any further questions we
encourage you to contact us directly. Thank you. Sincerely,Montgomery L M[redacted]Sun Devil AutoStore Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke withToyota and asked them why it was full of oil when Sun Devil came to look at it. They said it is standard to fill the engine with oil to determine how much is in the engine. Sun Devil has no valid reasons to decline to take responsibility. All of there responded are smoke screens. And have nothing to do with the issue. There question in rebuttals are invalid. My vehicle was under the required amount of time for an oil change and is suppose to still be under the warranty they promise. I didn't get the oil filter off the freeway because I was not willing to risk my life to get the filter off the freeway during rush hour. The other issues with my vehicle had nothing to do with the oil filter falling off. I would like a legitimate answer with concrete proof that Sun Decil is not liable.bsun devil will not provide this because it is not possible. The technician at Toyota confirmed that if it were not put on correctly there would have been a loss of pressure making it easy for the filter to fall off. Clearly that is what happened. And I did not confirm that I didn't see oil spots or other issues in the days prior to the issue. There is a stain on my driveway that I am willing to send proof of. Sun devil did a lazy job investigating he matter
Regards,
[redacted]
We have contacted Ms. [redacted] and after speaking to our store
manager she is going to bring her vehicle to us to repair the air conditioning
on October 28th or the 29th. We appreciate that she is allowing us to do
this and consider this matter closed after the vehicle is repaired to...
her
satisfaction.If you have any questions please feel free to call me at
###-###-####.Sincerely,Scott D[redacted]General Manager
I was told that I had signed an agreement by the corporate office gentleman and that he is not willing to do anything further. I do not trust them anymore due to getting in writing that they installed the part incorrect and by doing so ruined other parts. I want my money returned
We were very disappointed and surprised to hear of Ms. [redacted] unhappiness in her last service. Ms. [redacted] had us replace the clutch in her vehicle in October of 2015, and that service had a 12-month warranty. When we inspected her vehicle in April of 2017 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, 2015 was out of warranty. However he told Ms. [redacted] he would replace the clutch at no charge to her. I 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 replacement. A clutch and flywheel are inside of the transmission and until you remove the transmission you cannot see it. We were able to reuse the flywheel on the last service; however it needed to be replaced this time. Ms. [redacted] was given two estimates on replacing the flywheel, one was available locally and the other had to be special ordered. Because 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. [redacted]. 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 years. However, her request for a refund is unwarranted and unreasonable. If you have any questions, please contact me a ###-###-####. Sincerely, Chris D[redacted] General Manager
i,m not going to pay 1100.00 dollars for a radiater that is rediculouse
To Whom This May Concern, Please be advised that our position on this matter has not changed. Mr. Slaven did not pay $1200 for his radiator in his vehicle. The cost breakdown, as clearly outlined on his receipt is as follows:...
Radiator - $337.70 Labor to install - $136.50 labor guide calls for 1.3 hours The rest of the cost of the repair was for the removal and replacement of the IMRC motor and the addition of the radiator hoses which were recommended for mileage and maintenance. If you have any further questions in regards to this matter, please contact us directly. Thank you. Montgomery L M[redacted] Sun Devil Auto Store Supervisor
To Whom• It May Concern,On January 13, 2016 Mr. [redacted] brought his vehicle in to our Sun City facility to have some previously recommended service performed on his vehicle. On September 12, 2015 we made recommendations to flush the transmission, flush the power steering fluid, replace the radiator...
hoses, and to flush the cooling system. These items were recommended as it appeared that they had not been previously serviced. Mr. [redacted] dropped his vehicle off and we performed the services as described. Upon completion of these services, we called Mr. [redacted] to have him pick up his vehicle. Mr. [redacted] arrived, paid for, and left with his vehicle. Please 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 vehicle. He stated that he had started to hear some noises. We agreed to check his vehicle and ensure that no problems had existed from his prior service. Upon examination, it was determined that the transmission was making an internal noise. The technician pulled some fluid from the transmission to bring the level to its exact level, but to also examine fluid condition. It was determined that fluid level was correct, and that there was no definitive noise in the transmission. Mr. [redacted] took his vehicle and stated that he would return when the manager had arrived back at the store.On February 18, 2016 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 himself. The manager confirmed that there was a noise and it was sent to our transmission department for further diagnostics. It was at this time that our transmission shop examined the vehicle and confirmed that the noise was, indeed, an internal transmission noise. It was recommended that the transmission be removed, disassembled and inspected for the internal issue. It 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 result. Mr. [redacted] agreed to allow us to remove the transmission, disassemble it, and to examine the internals for wear and/ or failure. Upon removal of the transmission we found that there were internal bearing concerns, as the bulleting described, and that a transmission rebuild was necessary. It 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 bearings. Mr. [redacted] agreed and the repairs were performed. Mr. [redacted] vehicle was delivered back to the Sun City location and Mr. [redacted] paid for and picked up vehicle. Please note that mileage at that time was 61337.We feel that we acted in Mr. [redacted] best interest. We performed necessary maintenance on his vehicle for him and made a quality repair with a fair warranty. We 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 performed. We thank you for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you.Montgomery L M[redacted] Sun Devil AutoStore Supervisor
On May 2, 2015, Ms. [redacted] brought her 2001 Pontiac Grand Am SE to our Thomas Rd. repair facility to have her air conditioning inspected. She stated that the A/C was not blowing cold. We 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 system. We 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 first. Ms. [redacted] agreed and we proceeded with the repairs. Upon completion of the A/C repairs, we let the vehicle run for a short period and re-inspected for any further leaks. No further leaks or problems were found and Ms. [redacted] was called to pick up her vehicle. Upon 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 them. As 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 leak. Ms. Hill picked up her vehicle at that time. Please 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 again. We offered to re-inspect the vehicle for her at no charge and determine what the issue mightbe. The 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 them. Upon 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 air. Ms. [redacted] 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 time. Please note that mileage at that time was 139677.We do not feel that a chargeback is warranted in this matter. Ms. [redacted] vehicle was properly diagnosed and initially repaired. Unfortunately, her A/C was empty of freon and had to be repaired and charged todetermine if any other problems existed. Her vehicle was repaired when it left our facility, and the necessary repairs that were performed are still working as intended. Unfortunately, she has had a mechanical failure that is beyond our control, and was not something that could be foreseen. We appreciate your time and attention to this matter. Please contact us directly if you have any further questions. Thank you. Sincerely,[redacted]Sun Devil AutoStore 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 #1
below) that I have been a long time loyal customer of Sun Devil Auto over the
last 8-10 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 5 vehicles serviced at one of your east valley locations
over the last decade. I am estimating that I have spent $15,000 to $20,000 at
Sun Devil Auto over the last 8-10 years. As 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 3 or 4
visits in person to the Val Vista store in addition to 5 or 6 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 10-12 degrees just to drive the
vehicle straight. Sun Devil Auto had my van for 48 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 issues. This was in direct
opposition to what I had indicated to your staff on 7-8 occasions. I 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 3 different leaks and stains on my garage floor
within 24 hours. Fact #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 7-8
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.g. from 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 revoked. Fact #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 incurred. Never at any time did I
request nor did [redacted] do a transmission inspection.Fact #13: After
multiple visits to [redacted] (alignment) and 4 separate visits to [redacted] (tires) I have been advised by multiple mechanics that the hard pull to
the left that remains after 3 alignments and a set of 4 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 #** 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 3
years/36,000 miles Reimbursement of $60.22 paid for Alignment at
[redacted] on 10/5/2015Reimbursement of $310.19 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.
To Whom this May Concern, Please be advised that our position on this matter has not changed. We are not placing blame on any person in this matter. This is not a condition of dis-repair or lack of maintenance. This is also not an act of negligence. This is a common problem with these vehicles. Unfortunately, this is not a minor repair. Replacement of the shims DOES require teardown of the transmission for replacement. When we disassembled the transmission we found contamination in the torque converter and found other internal issues that led us to the recommendations we made on this vehicle. At no point was fluid not filled, nor was it added later. This is a common failure on these vehicles and is recognized by Chrysler as evidenced by the service bulletin. We thank you, again, for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you. Montgomery L M[redacted] Sun Devil Auto Store Supervisor
To Whom It May Concern, We have reviewed the complaint by Mr. [redacted] and would like the opportunity to discuss this matter further with him. We take our customer’s concerns very seriously and have not yet had...
the opportunity to resolve this at a corporate level. However, in this complaint Mr. [redacted] has requested that we not contact him under any circumstances. We 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] soon. Thank you. Sincerely, Montgomery L. M[redacted] Sun Devil Auto Store 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[redacted]Sun Devil AutoStore
Supervisor
It seems that there are some discrepancies in the response from Sun Devil Automotive. First. On 2/11 I took the vehicle in when I heard the noise and watched the repairmen through a glass viewing window and they were adding fluid to my transmission. When they stated that they had driven the vehicle and all was fine. No noise heard, I left the repair facility thinking the problem had been solved. While driving home I detected the same noise as before. I took the vehicle back on 2/15. That is when the manager got involved. He wanted to send my vehicle across town to their Transmission shop. I had several Doctors appointments so I agreed to bring it in on the 18th. of February. The Transmission shop had the car for Thirteen days. I was contacted on the 26th. and told the vehicle would be returned to me later that afternoon. The Transmission shop then said that the vehicle was not shifting right and they had no idea when it would be repaired. I was then contacted on March 1st advising me that my vehicle was ready.I drove my vehicle a total of 173 miles from Jan 13th until Mar 1. Any additional miles were driven by the repair facilities.In regard to the Chrysler Bulletin # 21-008-10. The service suggestion is to replace several shims that were too thin with thicker shims which is a minor repair. Definitely not a total transmission rebuildI believe that Sun Devil is trying to shift the blame onto me rather than taking responsibility for not filling or under filling my transmission while being serviced.
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 11:00 am on Thursday to have my oil changed and air added to my tires. I never specified tire rotation, although I am not upset that they rotated my tires. I 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 Auto. Thhe tranmission leakage occured after my visit to the shop, which would be inline with the part being broken at their location. I believe this story is a complete fabrication. Why 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 sense. When I picked my car up at 4:15 pm pm on Thursday, there was not a single person in the shop and I spoke directly to the manager to check out. ** The Manager never called me to explain the broken part. He did not call me on Thursday after I left, Friday, Saturday, Sunday or Monday. I called the manager on Monday morning to report the issue where he said said it wasn't his fault. The response above never happened because I explained the resolution to him on the phone.
October 7, 2015Revdex.com4428 N. 12th StreetPhoenix, AZ 85014###-###-#######-###-#### RE: ID#:[redacted] Ms. [redacted] came in on 09/14/2015 with a check engine light on and needed to pass emissions. The vehicle had four...
diagnostic trouble codes set in the computer causing the check engine light to come on. The codes indicated issues with lean running & an issue involving the camshaft solenoid. Ms. [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 chart. The lean code involved the use of a vacu-tech machine that will check the vehicle for vacuum leaks. We recommended replacement of the bo[redacted]vacuum hose, vacuum pump & camshaft position solenoid valve, as noted on the customer invoice. Ms. [redacted] authorized only the replacement of the bo[redacted] vacuum hose &the camshaft position solenoid valve. Ms. [redacted] knew further repairs would be necessary as noted on her invoice. Ms. [redacted] returned on 09/19/2015 as the engine light returned. she 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 09/24/2015 stating the engine light came back on and the vehicle was starting slow. This was the first time we were informed of the slow starting issue. In conversation while the technician was checking her battery the customer informed me she had passed the emission test. The slow starting issue was diagnosed as a battery failure. The check engine light was not on at that time. We 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 battery. Ms. [redacted] called on 09/26/2015 to discuss the repairs she had performed on her vehicle. She had contacted North Scottsdale V.W. and spoke with John [redacted],a V.W. service adviser. She went over her repairs with Mr. [redacted] as she understood them. Mr. [redacted] informed Ms.[redacted] a battery issue could affect the engine light. The Ms. [redacted] took this information to mean that she only needed a battery in the first place and the other repairs were unnecessary. I 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 vacuum. Steve the location Manager informed Ms. [redacted] and he would call Mr. [redacted] at V.W. to discuss the repairs we performed on her vehicle. He called and talked to Mr. [redacted] at North Scottsdale V.W. Here viewed what the customer came in for, what codes the customer had, and the steps we took to correct the customer issues. Mr. [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 performed. She 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] authorized. She was fully aware additional repairs were needed and we document recommendations on her invoice. We 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 kind. She 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. [redacted]. 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 needs. We 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[redacted]General Manager
Though there are statements in the Sun Devil Auto response that I accept there are others that are not the case...1. At the initial visit to the shop the vehicle was not towed and was running fine. As stated in my complaint the problem that I was experiencing was exactly what is indicated in the owner's manual, that is, one had to wait 8-10 minutes for the security light to stop flashing before attempting to start the engine. 2. On the May 18th visit, nothing was conveyed to me about "only a light was present" and I was led to believe that replacing the electrical component (BCM) would correct the problem. 3. It was not conveyed that replacing the BCM would eliminate the BCM as the problem. If so I would have given serious consideration before okaying its replacement especially since SDA contends they informed me that the BCM was a non returnable part as well as non refundable. 4. Finally SDA should have given me a written estimate as to what they are saying they told me before attempting to repair the vehicle.
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 It May Concern, After speaking with Ms. [redacted] this morning, it appears this issue has been resolved. Our Fountain Hills location has already repaired the dipstick at no charge to her. We took the time to speak with her and try to resolve any further concerns that she has. We appreciate your time and attention to this matter. If you have any further questions, please contact us directly. Thank you. Sincerely, Montgomery L. M[redacted] Sun Devil Auto Store Supervisor
To Whom This May Concern,
On March 30, 2015 Ms. [redacted] had her 2007 Buick Lucerne towed to our Sun
Lakes repair facility. Her vehicle had a dead battery and she was leaking
fluids pretty severely...
underneath. Ms. [redacted] explained that her vehicle had
become hard to steer and that her battery was going dead on her and wanted us to
inspect it. We agreed to check her vehicle over and to call her with
recommendations. Upon inspection of the vehicle, the technician found that the
vehicle was in need of multiple repairs. The 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 spongy. Ms. [redacted] was presented with all of this and the
pricing to repair all items. Ms. [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 replaced. We agreed to offer her a
$100.00 discount for the repairs, and to credit her 39.95 for the tow, and that
these discounts would be reflected at the bottom of her invoice. We agreed to
perform these repairs for her and call her when it was completed. Ms. [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 made. Ms. [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 up. Ms. [redacted] stated that she was still
collecting funds and would contact us when she had all of the money together
for the repairs. We agreed and waited to hear back from her. Mileage on her
vehicle was 89402.
On April 21, 2015 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
vehicle. As 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 bill. The 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 $100.00 discount he had extended to her. This charge appeared at the bottom
of her bill. Her total after taxes came to $2626.06. Ms. [redacted] gave the
manager $2600.00 in cash, with a remaining balance of $26.06. Dave explained
this to her and asked how she would like to pay. She gave him her Visa card,
which he ran for $26.06, the remaining total of her bill. The 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 month. Ms. [redacted] declined any further repairs and said
she would address the concerns later. The 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 repaired. Ms. [redacted] agreed and
took her vehicle.
We had no further communications with Ms. [redacted] prior to receiving this
complaint. Upon receipt, we contacted Ms. [redacted] immediately to attempt to
resolve the issue as we were unaware that there was a problem. Ms. Caldwell
stated that she hadn’t brought it back because of conversations she had with
other individuals and decided to have her vehicle towed elsewhere. We then
reviewed the invoices from the outside repair facility together. In 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 of. The power steering is not leaking, and the
alternator on the vehicle is performing as intended. This was one week after we
had performed the work on her vehicle. She 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 vents. They replaced her cabin air
filter and evacuated and recharged her air conditioning at that time. We 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 this. Ms.
[redacted] never arrived at the store to discuss this matter further.
We feel that we have acted on Ms. [redacted] best interest. We performed the
repairs as authorized by her, and those items are still operational and no
further issues were found with those components. Ms. [redacted] was charged
exactly what is on her invoice and what she had agreed to. We appreciate your
time and attention to this matter. Should you have any further questions we
encourage you to contact us directly. Thank you. Sincerely,Montgomery L M[redacted]Sun Devil AutoStore Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke withToyota and asked them why it was full of oil when Sun Devil came to look at it. They said it is standard to fill the engine with oil to determine how much is in the engine. Sun Devil has no valid reasons to decline to take responsibility. All of there responded are smoke screens. And have nothing to do with the issue. There question in rebuttals are invalid. My vehicle was under the required amount of time for an oil change and is suppose to still be under the warranty they promise. I didn't get the oil filter off the freeway because I was not willing to risk my life to get the filter off the freeway during rush hour. The other issues with my vehicle had nothing to do with the oil filter falling off. I would like a legitimate answer with concrete proof that Sun Decil is not liable.bsun devil will not provide this because it is not possible. The technician at Toyota confirmed that if it were not put on correctly there would have been a loss of pressure making it easy for the filter to fall off. Clearly that is what happened. And I did not confirm that I didn't see oil spots or other issues in the days prior to the issue. There is a stain on my driveway that I am willing to send proof of. Sun devil did a lazy job investigating he matter
Regards,
[redacted]
We have contacted Ms. [redacted] and after speaking to our store
manager she is going to bring her vehicle to us to repair the air conditioning
on October 28th or the 29th. We appreciate that she is allowing us to do
this and consider this matter closed after the vehicle is repaired to...
her
satisfaction.If you have any questions please feel free to call me at
###-###-####.Sincerely,Scott D[redacted]General Manager
I was told that I had signed an agreement by the corporate office gentleman and that he is not willing to do anything further. I do not trust them anymore due to getting in writing that they installed the part incorrect and by doing so ruined other parts. I want my money returned