Kennedy Transmission Brake & Auto Service

I am rejecting this response because: We are not questioning the quality of the repair to our car and we're not disputing that it needed to be repaired in order to operate propertyWe reject the response because the initial quote of $for the diagnostic was never going to be the price we would pay to find out what was wrong with our car because it didn't reflect the price Kennedy would charge to put the transmission back together if we decided it wasn't worth fixingWhen we told Kennedy we couldn't afford the $2,to fix the transmission, they suggested we take out a loan to pay for it - seriously, a loan to fix a year old carWe would have donated the car to [redacted] and not fixed it, but we were given the $2,quote just to get the car back together even in a non-drivable condition to get it out of the shopIt's like our car was held hostage after the diagnostic was completed; it was in a non-drivable condition but it would cost $2,at a minimum just to get it into a condition where it could be towed awayOur issue is the fact that Kennedy wasn't clear and didn't tell us that after the $diagnostic, the car wouldn't be drivable unless we paid them more money to either get it in one piece for towing or fixing it completelyIf the words "It's $to take it apart but not to put it back together" were said, we would have not done the $diagnostic and donated the car to [redacted] at that point or sold the car cheap to someone who works on transmissions - the car drove just fine at that point, even if it couldn't go over mphA Yelp review of Kennedy has the same complete we're filing here - I wish we'd seen it before we took the car there - the complaint spelled it out - the hundreds of dollars for the diagnostic doesn't not include putting the car back together regardless of the problem

Revdex.com Complaint ID: *** (***) Revdex.com Representative, At Kennedy Transmission Minneapolis, we pride ourselves on high quality repairs and happy customers. I am very sorry to hear that *** is unhappy with the work we performed for her and ***. When the vehicle in question
(VW Golf) was brought to us, it had already been to two other shops and had repair work done by both in an attempt to repair the slipping 3rd and lack of 4th gear issue. Neither repair (a Gspeed sensor and a transmission control module) had corrected the issue. We were able to correctly diagnose the issue as an internal problem and repair the transmission. When we have an internal issue, we c***ot accurately assess the damaged or worn items without removing the transmission from the vehicle, disassembling it and inspecting the condition of each component to estimate a rebuild. We charge a fee for this, typically $to $depending on the amount of work required for that particular transmission and vehicle. We have a large time investment into this work and collect this fee regardless of what the customer decides to do with the vehicle. We explain to each customer that this fee gets the transmission out and apart for estimation of a rebuild. We would not have had a viable way to estimate $2,additional to *** as *** suggested. We did not install a new transmission as *** stated; we could have estimated a dealer supplied rebuilt transmission if they would have preferred (as I did below), but we can generally provide an equal or higher quality rebuild for less moneyOnce the transmission rebuild estimate was put together, the vehicle could have been picked up for donation by *** or any other donation facility by one of their tow trucks. It is rare, but we have had customers donate their vehicles- particularly older Jaguar and Rang Rover vehicles where transmission rebuilding can get exceedingly expensive and other major repairs may be needed. Michael *** at *** appreciates the ancillary bolts and components we organize and have ready for re-installation. In those cases, we have simply cored the transmission and put it on the tow truck with the vehicle. We do not charge for this since we are not performing the overhaul and re-installationIn the case of the Golf, we confirmed an internal issue with the transmission and estimated the rebuild. *** initially said he would like to have us proceed, but asked us to wait until he spoke to ***. We ordered the main parts and waited for permission to proceed. *** called back, said they did not want to repair the vehicle and asked us to re-assemble the transmission and replace it to the vehicle. Mark explained that he would have to put together an estimate for this. Mark estimated the labor for removal, disassembly, reassembly and re-installation to the vehicle (hours Motor labor guide) as well as a seal kit (many seals and fibrous gaskets get damaged during disassembly) and fluid. *** said he would speak with *** and let us know. *** and *** did eventually decide to go forward with the rebuild and gave us the authorization for the repair. We performed the repairs and when *** picked up the vehicle, nothing was mentioned about any concerns with pricing or the repair process. *** did not mention any pricing concerns when he returned with the vehicle for the standard 2-week re-check either. We dealt with *** *** throughout the process; I am not sure to what degree *** was involved. We repair hundreds of transmissions per year and always with the same method if there is an internal issue. I sincerely care about our customers and although transmission work can get very expensive, it is extremely rare that we have an unhappy customer. I really wish *** or *** would have reached out to me directly if either were unsatisfied with the work we did Although we are a high grade repair shop and do not ever claim to be the least expensive in the market, I did some comparison shopping on rebuilt transmissions (with installation) for evaluation to our price of $(after tax and diagnostic fees)Transmission Express: $+ tax ($(transmission) + $(shipping) + $(installation, cooler flush, fluid)) Inver Grove Volkswagen $+tax ($(rebuilt transmission) + $(installation, cooler flush, fluid)) Advantage European Transmission $+tax ($2,(transmission) + $(shipping) + $(installation, cooler flush, fluid)) *** and *** seem like very nice people and I really do not like having any upset customers. The transmission has been rebuilt, performs properly and the vehicle can now be driven at all speeds. *** mentioned that he had some shudder, likely from his cv axles which were replaced at another shop, when he was in for his re-check. If possible, I am certainly willing to work with him on some other repairs if we could make he and *** satisfied customers. We did a good job repairing the transmission properly and I do not feel a $2,refund is in any way justified or warranted. Please let *** and *** know that I sincerely care about all of my customers and want to work with them to keep their business. They can reach out to me directly if they would like at the phone number below Sincerely, Matt *** Owner Kennedy Transmission Minneapolis *** ** *** *** Minneapolis, MN ###-###-####

Initial Business Response /* (1000, 5, 2015/11/11) */
We are responding to Mr. [redacted]'s concern to clarify the situation and per our commitment to the Revdex.com and to fair and honest business practices.
1) Mr. [redacted] was attempting to use a coupon that has expired 2 to 3 years ago. The expiration...

date is clearly stated at the bottom of all of our coupons (see the example of our current coupons on the internet). If he has something with a different date or some other circumstance that I am not aware of please contact me at [redacted]. Mike [redacted]. Most likely his computer needs to be refreshed or the coupon was one from years ago. Either way the expiration date is there.
2) All of our coupons clearly state that there can be extra charges for synthetic or special fluids, filters, etc. Mr [redacted]'s 2010 Ford Transit is a vehicle that requires such.
3) The most important fact to this concern is that Mr. [redacted] was told over the phone by Sherm [redacted] (the Owner) when he made the appointment that his vehicle did require special fluid and that there would be an extra charge. This was before the work was done and he ok'd that. He then came in and spoke with Doug [redacted] (the assistant manager) and presented the expired coupon. Doug explained the additional special fluid cost once again and the $96.90 charge.
This is not false advertising or a bait and switch situation. We enjoy an excellent reputation and communicate to our customers if there is an additional cost and Sherm [redacted], the owner of the Shakopee location did exactly that.
In reality that service charge should have been around $120, the current coupon price which is an $89.95 coupon price plus the lubegard at $25.95, plus, taxes, supplies etc.
I am sorry Mr. [redacted] feels like he was overcharged. He actually received a better deal than he should have.
Sincerely,
Mike [redacted]
General Manager
Kennedy Transmission Brake and Auto Service

I am rejecting this response because: We are not questioning the quality of the repair to our car and we're not disputing that it needed to be repaired in order to operate property. We reject the response because the initial quote of $595 for the diagnostic was never going to be the price we would pay to find out what was wrong with our car because it didn't reflect the price Kennedy would charge to put the transmission back together if we decided it wasn't worth fixing. When we told Kennedy we couldn't afford the $2,700 to fix the transmission, they suggested we take out a loan to pay for it - seriously, a loan to fix a 16 year old car. We would have donated the car to [redacted] and not fixed it, but we were given the $2,100 quote just to get the car back together even in a non-drivable condition to get it out of the shop. It's like our car was held hostage after the diagnostic was completed; it was in a non-drivable condition but it would cost $2,100 at a minimum just to get it into a condition where it could be towed away. Our issue is the fact that Kennedy wasn't clear and didn't tell us that after the $595 diagnostic, the car wouldn't be drivable unless we paid them more money to either get it in one piece for towing or fixing it completely. If the words "It's $595 to take it apart but not to put it back together" were said, we would have not done the $595 diagnostic and donated the car to [redacted] at that point or sold the car cheap to someone who works on transmissions - the car drove just fine at that point, even if it couldn't go over 35 mph. A Yelp review of Kennedy has the same complete we're filing here - I wish we'd seen it before we took the car there - the complaint spelled it out - the hundreds of dollars for the diagnostic doesn't not include putting the car back together regardless of the problem.

Initial Business Response /* (1000, 5, 2016/01/05) */
Doug [redacted] from the Shakopee location has ordered a splash shield for Mr.[redacted]'s vehicle and has reached out to him to schedule an appointment to install it once it arrives.
Doug is one of the most upbeat and helpful people I know. ...

He must have been having a tough day. Somehow the message to have the owner,Sherm [redacted], call Mr. [redacted] was miscommunicated.
We always reinstall splash shields after completing an oil change, but perhaps we missed this one.
Mr.[redacted] will get his splash shield and bolts installed.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I stopped at Kennedy transmission Friday Jan 8 at 8.00 AM and picked up the splash shield and bolts from Doug. Definitely not a Mopar part, has Taiwan all over it, probably an aftermarket piece from LKQ. Bolts looked used also. I had my hours changed at work so I am not available for them to install the part, so I will install it myself this weekend. All in all, I would be very wary of this business and their practices. I know if I need transmission or any other related type of work, I will avoid Kennedy transmission like the plague.