Paradise Buick GMC

In response to case [redacted] for Mr. and Mrs. [redacted], I have reviewed the file and we currently have the vehicle here in the shop. The customer is the second owner of the vehicle. This influences decisions and offerings from GM. Our first visit was 8-31-2016 on RO 25919 @97,077 miles. We did...

provide the customer with a work order receipt and 27 point maintenance inspection report at that time. I have attached copies for your review to show that the tech did note a check engine light and a transmission concern. However, it is important to note that the item was flagged not for a performance issue or immanent failure. It was flagged as a fluid leak that should be addressed. We do NOT try to pressure the customer into the repairs and the customer was provided the information. At that time, these issues were not addressed. The customer DID return to address the check engine light issue on 1-3-2017 on RO 31265 @ 103,203 miles. And we did indeed fail to remind the customer that there was a transmission leak. Fast forwarding to the visit on 10-30-2017 on RO 43789 @119,200 miles, we did a maintenance LOF service. The tech DID do a 27 point maintenance inspection. But the advisor failed to print the inspection and give it to the customer. I have enclosed a copy of that inspection(digital) and the comments. Please note: the comments again indicate a leak, not a functional issue. And it was our error in not reminding the customer about this prior noted issue. The customer took the vehicle on 10-30-2017. The vehicle was then towed in to the dealership on 11-6-2017 on RO 44051 @119,444 miles. The concern was check engine light on, when in drive acts like it’s in neutral and will rev and bang. Our tech found the fluid was full but dark in color and a burnt odor. The tech also found codes P0700 and P0776. Based on the fluid condition, codes present, no reverse and no drive, and the age/mileage of the vehicle, the tech recommended a transmission. I spoke to the customer on the phone and we talked about the cost associated with a tear down and inspect vs. just replacing the transmission. The customer indicated that she felt the failure was our responsibility. I tried to explain the findings and the history but the customer was adamant that this failure was the fault of the dealer. We strongly disagree on that point. However, I did ask GM to extend factory assistance to the customer. They declined at that time. I called my GM rep directly and pressed for help. Explaining  the full scope of the situation and the fact that the customer is active military. At that time GM offered to cover 1/3 of the repair or to offer the customer an Owner Loyalty Certificate to be used towards the purchase of a new GM vehicle. I was not trying to sell the customer a new car, I was presenting the offers given to me by GM.  The customer towed the vehicle out of the shop and said she would try to figure out some other way to repair the vehicle.  We again reached out to the customer. We re-presented GM’s offer to cover 1/3 of the repair cost and offered to provide 1/3 of the cost of the repair from the dealership. The customer towed the vehicle back in to the dealership 11-29-2017. The customer agreed to the offer. The transmission was disassembled and inspected. We found a 3-5-R wave plate failure and catastrophic damage throughout the transmission. A cost comparison diagnostic was presented to GM and the decision was made that a transmission replacement was the most cost effective repair. The replacement transmission carries a 3 year/100,00 mile warranty from GM good at any GM dealer in the USA. The customer portion of the repair will be $1,368.33. GM and the dealership are paying the remainder of the bill for customer goodwill. I have saved text messages from Mr. [redacted] agreeing to this offering as well as him expressing his thanks for the repairs. My sincere hope is that everyone truly feels good about this result. Please let me know if any further details are needed.   Thank you.