On 3/4/2016, the customer [redacted] brought her vehicle [redacted] to our shop (Hipps Automotive) with a check engine light on and a vibration. After diagnosing the vehicle with a scan tool, it was determined the vehicle had a bad valve body in the transmission. At that point...
there were no other codes and no indication of another problem. After getting approval from the customer, we ordered the new valve body. After it arrived, we installed the new valve body in the transmission and cleared the check engine light. The vehicle was test driven and it drove great and the check engine light did not return. We returned the vehicle to the customer. The customer also stated in her complaint that the vehicle drove fine and the check engine light did not return. That was on Friday. On Monday, the customer called and said the vehicle was vibrating like before. However the check engine light did not return. We asked them to bring it back and we would check it out. The problem at this point was not the same. We sent the car to [redacted] and had them check for the problem. They told us the vehicle had a bad torque converter. There was no way of knowing it had a bad torque converter. The car drove fine after our repair for us and the customer as she stated in her complaint. The problem we repaired took care of the initial check engine light and valve body problem. Had we known it had a bad torque converter, we would have told the customer and tried to get them to repair it at the same time. The proposal to rebuild the transmission, was a suggestion from [redacted] I do not feel we did anything wrong in this repair. However, we are an honest and a Revdex.com Accredited business and in an effort to be fair and settle this dispute, we will refund 800.00 to the customer as a good faith gesture. I feel this is more than fair. The customer did receive the new valve body (which repaired the check engine light problem) and the labor to diagnose the problem and the labor to install the new valve body.Thank you[redacted]
On 3/4/2016, the customer [redacted] brought her vehicle [redacted] to our shop (Hipps Automotive) with a check engine light on and a vibration. After diagnosing the vehicle with a scan tool, it was determined the vehicle had a bad valve body in the transmission. At that point...
there were no other codes and no indication of another problem. After getting approval from the customer, we ordered the new valve body. After it arrived, we installed the new valve body in the transmission and cleared the check engine light. The vehicle was test driven and it drove great and the check engine light did not return. We returned the vehicle to the customer. The customer also stated in her complaint that the vehicle drove fine and the check engine light did not return. That was on Friday. On Monday, the customer called and said the vehicle was vibrating like before. However the check engine light did not return. We asked them to bring it back and we would check it out. The problem at this point was not the same. We sent the car to [redacted] and had them check for the problem. They told us the vehicle had a bad torque converter. There was no way of knowing it had a bad torque converter. The car drove fine after our repair for us and the customer as she stated in her complaint. The problem we repaired took care of the initial check engine light and valve body problem. Had we known it had a bad torque converter, we would have told the customer and tried to get them to repair it at the same time. The proposal to rebuild the transmission, was a suggestion from [redacted] I do not feel we did anything wrong in this repair. However, we are an honest and a Revdex.com Accredited business and in an effort to be fair and settle this dispute, we will refund 800.00 to the customer as a good faith gesture. I feel this is more than fair. The customer did receive the new valve body (which repaired the check engine light problem) and the labor to diagnose the problem and the labor to install the new valve body.Thank you[redacted]