Rick & Rays Auto Plaza Center LLC

Dear Ms [redacted] , I want to first apologize to you, Ms [redacted] , for your unpleasant experience We take our customers with complaints like yours very seriously I will now relate the course of events for the good people of the Revdex.com We initially condemned the transmission after a diagnosis and a quote for a replacement transmission was given to Ms [redacted] We gave three options We could have installed a used transmission with a year, unlimited mile warranty We also offered a local remanufactured transmission with a year, 36,mile warrantyBoth these first two options have local warranties that are good only here within towing distance of our shop We can still comp a repair out of our area but it is a little more involved and complex The third option, and this is the option that Ms [redacted] elected to take, was a dealer transmissionThis transmission has a nationwide warranty of year, 100,mile warranty parts and labor With this transmission, Ms [redacted] or her family could have a problem and any dealer can help resolve any issue with this transmission We gave Ms [redacted] a price and the job was authorized We finished the job and delivered the truck Ms [redacted] experienced a long initial shift into drive after we delivered her truck and she took the truck to the dealer The dealer informed her that the transmission that we sold her was not “new” but “remanufactured” This is what seems to have set of the main complaint from Ms [redacted] to our company She says we stated that the transmission was “brand new” not rebuilt Our intent was to give Ms [redacted] options of the repair and warranties offered to her not only here in Fort Worth but if she found herself in another part of the country This year 100,mile transmission is the best option and therefore the most expensive We have apologized to Ms [redacted] for the misunderstanding There is a difference between rebuilt locally and remanufactured at the dealership level The rebuilt unit only includes replacing wear items and items that are broken The factory remanufacture units from General Motors are as “new” as is possible These units are inspected and restored to original specifications All updates are performed and set to manufacturer tolerances This unit as new a unit as is available When ordering parts our objective is to give our customers choices and options, and to insure that we replace these parts with the best choices when our customers make the decisions according to their own finances or intended use for their vehicles For this transmission we went with as “new” as is available We often replace components with new parts, and sometimes we replace with a part that has new internal components thus being nomenclatured as new We trust General Motors in supplying our customers with the highest grade product available In this case the highest grade was a factory remanufactured unit The term only differentiates it from a rebuilt unit We certainly did not intend to misrepresent the product sold Since writing this letter Ms [redacted] has brought her truck back in for the necessary repairs needed on this new remanufactured transmission We had to first reprogram the TCM and then test drive the vehicle after every new “re-flash”The re-flashing of the transmission control module is a repair strategy that is required by Chevrolet prior to activating Ms [redacted] ’ warranty While we had her truck in the shop for the second and third time, we provided Ms [redacted] with a loaner vehicle that was to her satisfaction When I say to her satisfaction I mean under these conditions Ms [redacted] ’s has had a second dealer supplied, factory remanufactured transmission replaced again at no cost to her Ms [redacted] has taken delivery of her truck and has experienced no new problemsWe regret any inconvenience that this may have caused Ms [redacted] or her family Sincerely, Sergio Garza Service Writer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
As my statement read , the transmission was slipping as a result of a n o'ring being removed and misplaced. Along with the spacer plate.
Regards, 
[redacted]

Dear Ms. [redacted], I want to first apologize to you, Ms. [redacted], for your unpleasant experience.  We take our customers with complaints like yours very seriously.  I will now relate the course of events for the good people of the Revdex.com.  We initially condemned the transmission after a...

diagnosis and a quote for a replacement transmission was given to Ms. [redacted].  We gave three options.  We could have installed a used transmission with a 1 year, unlimited mile warranty.  We also offered a local remanufactured transmission with a 3 year, 36,000 mile warranty. Both these first two options have local warranties that are good only here within towing distance of our shop.  We can still comp a repair out of our area but it is a little more involved and complex.  The third option, and this is the option that Ms. [redacted] elected to take, was a dealer transmission. This transmission has a nationwide warranty of 3 year, 100,000 mile warranty parts and labor.  With this transmission, Ms. [redacted] or her family could have a problem and any dealer can help resolve any issue with this transmission.  We gave Ms. [redacted] a price and the job was authorized.  We finished the job and delivered the truck.  Ms. [redacted] experienced a long initial shift into drive after we delivered her truck and she took the truck to the dealer.  The dealer informed her that the transmission that we sold her was not “new” but “remanufactured”.  This is what seems to have set of the main complaint from Ms. [redacted] to our company.  She says we stated that the transmission was “brand new” not rebuilt.  Our intent was to give Ms. [redacted] options of the repair and warranties offered to her not only here in Fort Worth but if she found herself in another part of the country.  This 3 year 100,000 mile transmission is the best option and therefore the most expensive.  We have apologized to Ms. [redacted] for the misunderstanding.  There is a difference between rebuilt locally and remanufactured at the dealership level.  The rebuilt unit only includes replacing wear items and items that are broken.  The factory remanufacture units from General Motors are as “new” as is possible.  These units are inspected and restored to original specifications.  All updates are performed and set to manufacturer tolerances.  This unit as new a unit as is available.  When ordering parts our objective is to give our customers choices and options, and to insure that we replace these parts with the best choices when our customers make the decisions according to their own finances or intended use for their vehicles.  For this transmission we went with as “new” as is available.  We often replace components with new parts, and sometimes we replace with a part that has new internal components thus being nomenclatured as new.  We trust General Motors in supplying our customers with the highest grade product available.  In this case the highest grade was a factory remanufactured unit.  The term only differentiates it from a rebuilt unit.  We certainly did not intend to misrepresent the product sold.       Since writing this letter Ms. [redacted] has brought her truck back in for the necessary repairs needed on this new remanufactured transmission.  We had to first reprogram the TCM and then test drive the vehicle after every new “re-flash”. The re-flashing of the transmission control module is a repair strategy that is required by Chevrolet prior to activating Ms. [redacted]’ warranty.  While we had her truck in the shop for the second and third time, we provided Ms. [redacted] with a loaner vehicle that was to her satisfaction.  When I say to her satisfaction I mean under these conditions.  Ms. [redacted]’s has had a second dealer supplied, factory remanufactured transmission replaced again at no cost to her.  Ms. [redacted] has taken delivery of her truck and has experienced no new problems. We regret any inconvenience that this may have caused Ms. [redacted] or her family.   Sincerely,   Sergio Garza Service Writer