Level 10 Products

Revdex.com Personnel, At level we take pride in 100% Customer SatisfactionWe worked with Mr[redacted] to resolve his issueWe agreed to complete the refund, however we could only refund as the returned valve body was damagedThe plastic connectors were damagedIn the past we know by damaging the sensors the units will not perform properlyIt is our company policy as stated on our web page- [redacted] If damaged the core can only be refunded $We worked with Mr[redacted] to resolve his issue however we (level 10) can not be responsible for the customers failure to protect the unit to summarise we (level products) have already honored the requested refund(1,228) less the $fee for returning a damaged productMr[redacted] has received $ Thank you for your time, [redacted]

on 3/13/2014 Mr. [redacted] requested a evaluation on his 2009 [redacted]. The technician assigned to this vehicle suggested a transmission rebuild to resolve the customers complaint. Level 10 offered Mr. [redacted] a $ 1,500 discount as he was a good customer of [redacted] service center. We work closely...

with [redacted] customers to provide a one stop shop for all automotive needs. Over the next week Level 10 completed the rebuild of the [redacted] Transmission. On 3/21 the [redacted] was completed and returned to the customer. 
On 3/28 the [redacted] was towed back to level 10 with transmission problems. Once examined it was apparent the transmission had most likely been abused as the differential gear had been destroyed and the transmission casing had a large hole which also suggests abuse. This kind of damage is not related to product defect or poor workmanship. However, Level 10 honored the warranty and replaced the transmission casing and differential gears at no charge to the customer. This is above and beyond our standard warranty procedure.
Level 10 owns two loaner cars that we provide to our customers when available. At this time our cars were in use by other customers. Level 10 warranty clearly states any sign of abuse (excessive internal hard part damage<shaft,pumps,planetary,case> beyond normal driving) determined by business owner and/or master builder will result in a void warranty. In this instance both the master builder and business owner clearly noted abuse.
We strive to provide all of our customers with top notch customer service and unfortunately in this instance the customer does not see the value in the service we provided which in our professional opinion is above what our competitors would offer.  Please let us know if there is anything else we can do.
[redacted]- Level 10 operations

Complaint: [redacted]
I am rejecting this response because: When I had contacted Level 10 I spoke to [redacted] and he explained to me that the transmission had overheated and the gear blew out. It had not been abused and Rt 287 was free of debris as to what they would like us to beleave.  I feel that maybe [redacted] Auto may have quoted the price to low and that Level 10 may not have replaced everything they would have normally had done if we were paying that $1500.00 extra. There is a witness that was in the car at the time the trans blew that has stated the same thing as my daughter that while driving there was a loud noise and the car lost power. As for the rental car why did [redacted] ask if Level 10 was picking up the tab and that the last few customers they had that day were all being taken care of by them ? What is fair ?  If there work is warrantied then all expensive s en cured to get the vehicle back to the shop should be covered and a loner should have been approved. I tend to agree with what I had been first told that it overheated since it was the first time the car was being driven a longer distance.      
Regards,
[redacted]

To whom it may concern, I would like to provide a update to this case. Level 10 and [redacted] spoke regarding the customers concerns. Level 10 explained the company policy on rental/towing and informed [redacted] why the charges had not been reimbursed. However, Level 10 provided [redacted] with a transmission service package for the vehicle of her choice valued at $425. [redacted] happily accepted the offer and we look forward to continuing a professional relationship with the customer.  I am requesting this case be updated to show a resolution has been reached with the customer. Thank you for your time. Level 10 Management

Revdex.com Personnel,      At level 10 we take pride in 100% Customer Satisfaction. We worked with Mr.[redacted] to resolve his issue. We agreed to complete the refund, however we could only refund 1098 as the returned valve body was damaged. The plastic connectors were...

damaged. In the past we know by damaging the sensors the units will not perform properly. It is our company policy as stated on our web page-[redacted]  If damaged the core can only be refunded $300. We worked with Mr.[redacted] to resolve his issue however we (level 10) can not be responsible for the customers failure to protect the unit.    to summarise we (level 10 products) have already honored the requested refund(1,228) less the $200 fee for returning a damaged product. Mr.[redacted] has received $1028.00.         Thank you for your time,                                            [redacted]

Review: I purchased a valve body for my 2004 [redacted] They guaranteed me this would solve the issue based on the fail mode of the transmission.

When I received the unit it "appeared" to be correct. After installing the valve body my transmission developed a new problem. When in second gear at operating temp, if you take your foot off the gas pedal, when you attempt to proceed following this the transmission would be in neutral. When it went back into gear it would slam violently upon engagement.

After speaking 4 days trying to get a call back I was told there was an issue with the computer in the car. They tech support rep claimed it computer must have been changed which causing this issue. Following this conversation I removed the transmission pan to verify all connections were correct which they were.

Now after arguing with these people for another 2 days they decided they did not know why there was an issue with the valve body they sent me. I was asked to return it and they would provide me a full refund of $1228.

Upon removal of the valve body I removed the left side panel which revealed they had set this unit up for a 2005 and newer transmission. My car is a 2004 which uses a different internal configuration of this boost/pressure valve. Based on their inability to provide me with the correct product I gladly returned it.

I went ahead and sent it back. After they received it on January 9th there was no refund issued. It took 2 weeks to get a call back from them. They claimed the valve body is damaged and are refusing to refund my money.

Based on their conduct through the entire process it is clear to me this is business NOT do use going forward.

Total cost incurred:

Valve Body: $1228

8 quarts of transmission fluid: $10 x 8 = $80

4hrs labor @ $75/hr = $300

Total: $1608

Needless to say I am very unhappy with Level 10 and their incompetence.Desired Settlement: I want the full amount I have incurred which is $1608 refunded to me immediately or I will take legal action against Level 10.

Business

Response:

Revdex.com Personnel, At level 10 we take pride in 100% Customer Satisfaction. We worked with Mr.[redacted] to resolve his issue. We agreed to complete the refund, however we could only refund 1098 as the returned valve body was damaged. The plastic connectors were damaged. In the past we know by damaging the sensors the units will not perform properly. It is our company policy as stated on our web page-[redacted] If damaged the core can only be refunded $300. We worked with Mr.[redacted] to resolve his issue however we (level 10) can not be responsible for the customers failure to protect the unit. to summarise we (level 10 products) have already honored the requested refund(1,228) less the $200 fee for returning a damaged product. Mr.[redacted] has received $1028.00. Thank you for your time, [redacted]

Review: My daughters 2009 Kia Rio went in for Service at a garage [redacted] Auto where he tried to flush and replace transmission filter to see if it would help with problems going on with her car. When that did not work he told my husband to have the transmission shop next door to take it and the cost would be around

$1900.00 . They had the car for weeks saying they were waiting for parts so when it was finally done my daughter was so happy it was running like it was brand new. Six days later she was driving a friend home from [redacted] to [redacted] her transmission blew up on Rt 287 where she called my insurance to get a tow but the only problem was it cost her an additional $180.00 dollars to have it towed to Level 10. The next day I called them to let them know what happened and that it cost her $180.00 to have it towed there and I was told they would work that out with us. First I was told the one gear blew out that it overheated and then they tired to say she hit something . Once again waiting ,waiting,waiting, all this time my daughter was using her grandmothers car which she was saying the breaks felt funny so she took it to [redacted] Auto next door to Level 10 and told her she couldn't drive the car and to go over to Level 10 to check on her car. Not ready, so [redacted] told to her ask them for a loaner car so she could go to work they didn't have one so she walked down to [redacted] car rentals to rent a car and the person behind the counter said Wow the last few cars we rented was for Level 10 are they renting this for you. She told them she didn't know. They called and were told no which they could not understand. I am not sure why we were not treated like the other customers but my daughter is out alot of additional money for work that was fully warrantied.Desired Settlement: Refund money for towing and car rental to my daughter

Business

Response:

on 3/13/2014 Mr. [redacted] requested a evaluation on his 2009 kia Rio. The technician assigned to this vehicle suggested a transmission rebuild to resolve the customers complaint. Level 10 offered Mr. [redacted] a $ 1,500 discount as he was a good customer of [redacted] service center. We work closely with [redacted] customers to provide a one stop shop for all automotive needs. Over the next week Level 10 completed the rebuild of the Kia's Transmission. On 3/21 the Kia was completed and returned to the customer.

On 3/28 the Kia was towed back to level 10 with transmission problems. Once examined it was apparent the transmission had most likely been abused as the differential gear had been destroyed and the transmission casing had a large hole which also suggests abuse. This kind of damage is not related to product defect or poor workmanship. However, Level 10 honored the warranty and replaced the transmission casing and differential gears at no charge to the customer. This is above and beyond our standard warranty procedure.

Level 10 owns two loaner cars that we provide to our customers when available. At this time our cars were in use by other customers. Level 10 warranty clearly states any sign of abuse (excessive internal hard part damage<shaft,pumps,planetary,case> beyond normal driving) determined by business owner and/or master builder will result in a void warranty. In this instance both the master builder and business owner clearly noted abuse.

We strive to provide all of our customers with top notch customer service and unfortunately in this instance the customer does not see the value in the service we provided which in our professional opinion is above what our competitors would offer. Please let us know if there is anything else we can do.

[redacted]- Level 10 operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: When I had contacted Level 10 I spoke to [redacted] and he explained to me that the transmission had overheated and the gear blew out. It had not been abused and Rt 287 was free of debris as to what they would like us to beleave. I feel that maybe [redacted] Auto may have quoted the price to low and that Level 10 may not have replaced everything they would have normally had done if we were paying that $1500.00 extra. There is a witness that was in the car at the time the trans blew that has stated the same thing as my daughter that while driving there was a loud noise and the car lost power. As for the rental car why did [redacted] ask if Level 10 was picking up the tab and that the last few customers they had that day were all being taken care of by them ? What is fair ? If there work is warrantied then all expensive s en cured to get the vehicle back to the shop should be covered and a loner should have been approved. I tend to agree with what I had been first told that it overheated since it was the first time the car was being driven a longer distance.

Regards,