Lakewood Transmission Inc

Complaint: ***I am rejecting this response because: Replacement part that was not an identical match was ordered by Lakewood transmission employee, then the speedometer gear that has worn out from the old part was attached to the part they just receivedThe employee who ordered the part knew what he was doingAs soon as he met the part store delivery driver outside he quickly hide by the office window where he removed the speedometer defective gear from the old part and attached it with the one he just received
The president of this company just indicated the old defective gear they manipulated was in good shape, if that was the case why is it that the mechanic who was working on my car did not recommend changing the speedometer gear from my old part to be attached to the part that I brought? I brought a speed sensor with a valid and printed SKU# that I purchase from a reputable part store
The president of this company did not mention or talk about the SKU number with warranty that his employee refused to provide
The president of this company did not mention or write about the $2,his assistant manager was trying to con me to pay to drop the transmission when the part they install fail to rectify the problem I came to resolveHis assistant manager was telling me the sensor they just install did not fix the problem, he was telling to pay $to drop the transmission and $to put it back up and then there will be extra charges for the part to be determineThat was his exact word and of course I have no choice but to reject his con sales pitch.
The president of this company did not mention or write about the cost of the un-fit part of $which his assistant manager charge me $for
The president of this company did not mention or talk about his office manager lack of problem solving skillsHer dismissive remark to me was " I am done talking, good byeThe same office manager who was bragging that she hung up on customer because the customer was trying to complain about back-ward parts installation he received from them..
I know what my next action is going to be..........To visit an attorneySincerely,*** ***

To whom it may concern,     I have read Mrs. [redacted] concern about her 2009 Chevrolet Malibu.  Yes, Mrs. [redacted] son did come in on 01/02/18 to drop off the vehicle for inspection. At that time, we performed the diagnostic procedures which was a scan for all codes past and...

present, then we tried to drive the vehicle. While on the road test we did lose all forward gears and we never did have reverse from the start.  We got the vehicle back to our shop and up into a hoist.  Mrs. [redacted] vehicle does not come with a bottom transmission pan, we must remove the drain plug to check for contamination, fluid level and condition.  Before we had completed the initial inspection, I did speak with Mrs. [redacted] and advised her of the codes present and what we had experienced on the test drive, I explained I would call he back once the final inspection had been completed.     Once the inspection was complete, I called Mrs. [redacted] and advised her of the findings, the codes present again, the transmission now has no motion forward or reverse, then explained the fluid is full, dark, burnt, with much metal present.  This lets us know the transmission is having and internal issue.  At this point the only way to determine the full extent of the damage to the transmission and cost of repairs is to remove and disassemble the transmission.  I then asked Mrs. [redacted] for "her permission to remove and disassemble the transmission."  Mrs. [redacted] said go ahead.  So, we pulled the transmission, sent the unit to the build room for the builder to disassemble and let us know what has happened internally to the transmission.    I received a call from Mrs. [redacted] on the 01/03/18 and I advised I was working on the estimate and would be calling her back shortly with the completed estimate for repairs. In that time, I priced out rebuilding her transmission, an exchange transmission we also looked at a low mileage used transmission option.  I then called Mrs. [redacted] back and advised her of what has happened internally and the cost of repairs.  Mrs. [redacted] declined any further repairs on her vehicle.  I advised Mrs. [redacted] that since her engine and transmission support each other in the vehicle we will need to re assemble the transmission and re install the transmission.     Since that time, I have spoken with Mrs. [redacted] on numerous occasion on the phone and via email.  In no way are we trying to prevent Mrs. [redacted] from having her vehicle.  We are here to help our customers get their vehicle working and performing as designed.  WE take great pride in customer service and our workmanship.  We have offered Mrs. [redacted] different option to get her vehicle back since she did verbally authorize by phone to remove the transmission.  Mrs. [redacted] has threatened on numerous occasions to contact a lawyer and file a police report.  I understand her frustration in the cost of repairing her vehicle, and again I am here to help.  The last time we have had any contact with Mrs. [redacted] is when she came to remove all her needed personal items on 01/18/18.    We have complied with the law, if a customer is not available for face to face contact, a verbal authorization can be given when their vehicle is left at a repair facility.  Mrs. [redacted] vehicle has been on our lift since 01/02/2018.  Our lifts generate a minim of $15,000 per month. At no time have we stated to Mrs. [redacted] that any storage charge would be added to her current bill.  All we are asking for is Mrs. [redacted] to pay for the authorized service performed on her vehicle and to pick up her vehicle since she declined having the transmission repaired as needed.                     01/10/18 - Spoke with Mrs. [redacted] via phone, she is not willing to pay for the pairs on her vehicle.  She agreed verbally by phone to have us remove and dis assemble the transmission.  Now she claims that this was never approved, she is ready to lawyer up, call the police etc.  I advised her that there will be no more phone conversations between us, everything will be done via email. We can both have copies of the transactions.01/11/18 – Mrs. [redacted], sent an email demanding her vehicle be ready for PU in 48 hours.  I forwarded the email to Jim M for him to compose a message and sent a letter.01/15/18 – Mrs. [redacted] called this morning at 8:51 am, asking if her vehicle was ready for pick up.  I advised Mrs. [redacted] I sent the email on the 11th to the owner Jim M. for him to respond.  She noted that she sent the email 5 days ago, I responded we are not open on weekends. Her last response was she is filing a police report, I asked for what and she hung up.01/17/18 @ 12:28pm – Mrs. [redacted] called, she noted that she has not received an email. I advised she should receive an email in the next day or do.  She stated this is ridiculous, then hung up.  01/17/18 @ 3:21pm- Received phone call from Mrs. [redacted], she needs paperwork out of her glove box, garage door opener, box from her trunk and a chair for her son’s basketball.  I advise Mrs. [redacted] again I would only like to communicate by email at this time.  She complained about not receiving an email since last Thursday when she demanded her vehicle be put back together and ready in 48 hours.  01/17/18 @ 4:41 pm – I had a tech, climb a ladder connect the battery, open the trunk, and retrieve the requested items while her engine and vehicle are being suspended in the air.  I sent Mrs. [redacted] an email letting her know that the personal items she requested are ready for her to pick up anytime.01/17/18 – Jim Margeson the owner of Lakewood Transmission composed a letter for Mrs. [redacted] sent via email, then also sent postage mail to the address provided. 01/18/18 @ 3:30pm, Mrs. [redacted], came in to pick up personal items out of the vehicle.  Customer requested we continue to pull more items out of the vehicle.  Again, I stopped a tech, had them climb a ladder, connect the battery, and open the trunk for more personal items.  All items have been returned to Mrs. [redacted].

On the 19th of October, the customer brought his vehicle in for repair. He already had thevehicle looked at with another repair facility. They determined it needed a vehicle speed sensor. Thecustomer already purchased the speed sensor. The diagnostic code indicated a vehicle speed sensor(VSS) was...

not operating correctly. The customer supplied the new VSS but it was the incorrect part forhis vehicle application. We ordered the correct part and installed it as per customer authorization. Thecomputer diagnostic code indicated the problem was solved . The customer paid his invoice and left.The customer returned on the 21st and was upset and accused us of installing the incorrect part.Kirsty our manager and Don our assistant manager went to great lengths to help the customerunderstand it was the correct part. They offered to lift his vehicle up and show him he has a 17 bolt panwhich dictates the part required. The incorrect part is sold with a non serviceable drive gear. The correctpart we installed has a serviceable gear so the customer does not have to buy the gear when theelectrical part of the VSS wears out. The gear was in great shape and still met specifications. Werecommended the customer to go to the [redacted] dealership and view the O.E.M. part, he declined.The pricing on the part is the list price from the parts supplier. The customer forgot to mentionthe Pan Gasket, the fluid and labor to service the transmission, the shop supply and waste disposal feesand state sales tax.Regards
James M.Lakewood TransmissionPresident

In response to your last letter, I am not going to continue dialog as this customer has al ready set a courtdate with the small claims office.Thank you for your help in this matter, unfortunately the customer has chosen another path ofreconciliation.RegardsJames M.Lakewood Transmission
President