Complaint: ***
I am rejecting this response because: I never made the statement that I would rather go ahead and make the purchase and inquiring six times is no reason to act as they did All they had to do was take the truck back, return my vehicle and send me on my way
Regards,
*** ***
I called and spoke to the customer and he currently has the vehicle at another shop I told him if that shop could submit the warranty claim I would authorize that shop to do the repair
We did not make this decision without consulting multiple professionals and all of them said that this did not happen from us taking that part apart and that it happened from some thing else, my technician told me that he did not take it apart and I dont feel like he is lieing so I dont feel that we hold any resposibility in the repair costs and have nothing further that we can assist in this matter
Complaint: ***
I am rejecting this response because:
That is absolutely NOT the truthYou told me who you consulted with - which were all of my contactsThe "Professionals" you consulted with inside your dealership would be your own mechanics who've never seen, nor had hands on the truck, and your Lube Tech who has no certifications or formal training to be considered "Professional". You spoke with the owner of the shop who disassembled the truck, and he told you that there wasn't a way any object entered the system without being apart; meaning there was NOT a possibility that you were not at faultThe other contact of mine you spoke with also echoed foreign material went through the turbo, no other cause for damage was presentI have both of these statements in writing, and both parties will submit said testimony on my behalf. There is no scenario where something outside of the dealership caused these problemsThere has been thorough professional investigation to attest to thatIt has been made clear that you are less than enthusiastic about standing behind your mistake, but I will once again assure you that I will not take no for an answer, and I will push this as far as I need to until you make this right.
Regards,
** ***
Complaint: [redacted]
I am rejecting this response because: I brought it into your shop only one time by knowing the DPF issue, it did start right up without any issues since I have had the truck, it also runs smooth when I brouth in your service dept. The only problem was smoking from the tail pipe. After you cleared the codes for the check engine light, it directly came back on within 20miles. Off course you didn't know that because your mechanic didn't want to look at my truck even though I left my truck at your service department about one month. I also haven't got any quote on the problem because of the same reason. I finally decided to purchase a DPF and got it installed. The truck runs perfect now!!! No smoke, no check engine light, at all!!! As your service coordinator says you wouldn't trust any other mechanic shops, but I would because they exactly pointed the problem before your misdiagnosis and I told you that nothing wrong with injectors, but DPF. For that reason, I feel like It is just waste of time and money if you don't want to help me out.
Regards,
Umit [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regardless of what size wrench was actually left in the engine bay, there is no other reason to have a wrench there aside from taking all of that apart. It is very clear that your tech was indeed pulling that apart, because there is no other aspect of an oil change that requires a wrench inside of the engine bay. There is not even a dispute that the wrench that I still have in my possession is your tech's wrench. There is no question that he took that apart, and the wrench left in the engine bay shows neglect and inattention to the job he was performing, end of story. I have attached 2 pictures of the turbo set up in question, in which you can clearly see that the outlet of the atmosphere turbo is clocked in such a way that the passage down into the intake is both downhill, and very easily exposed with that pipe off. The entire intake system has been inspected and without question, is still perfect. There is absolutely no way that anything foreign made its way into the system while it was together. The shop that found the damage insisted that there was no way that something compromised the system. I will reiterate that the truck NEVER made it home. The FIRST hard acceleration after leaving the dealership is when the turbos ingested the object. There is absolutely no way that anything happened to them in the very short drive I made before they were destroyed. The truck drove into the dealership without issue, and didn't make it home. Just to clarify - the shop that pulled the truck apart echoed that something had to have been introduced to the system while it was apart. The shop owner is willing to submit a statement to validate this.Again, I haven't even asked for the full cost of repairs, just the repairs made to the turbochargers themselves. I understand things happen, but I expect Spradley Barr to stand behind this mistake.
Regards,
[redacted]
I am sorry that you are unhappy with the response but you did sign all the legal contracts that day I have received a request from the service department that you no longer would like to have the [redacted], bedliner or the nitrofill that you purchased for the vehicle. and I would be willing to reimburse you for those products.
We did not take the vehicle back was because the customer had inquired well over 6 times about the vehicle and knew the vehicle would not fit in the garage in fact the sales person had worked with him so much knowing that he did want to get the new truck that she looked at multiple ways for the...
customer to be able to purchase the car including looking into what the cost would be to extend the customers garage to fit the vehicle the sales person found that It would be rather expensive to go that route so she had found a different bumper that could go on the vehicle to make it so the vehicle would be a little shorter. the customer was then offered the opportunity to bring it home again and instead the customer stated that he would rather go ahead and complete the purchase.
I am sorry that you feel that we did not do the correct repair, but after reviewing the service ticket I realized that you came in for numerous repairs, including Check Engine Light, Hard to Start, Vehicle is Dying, Black Smoke from exhaust, of which another shop tried to clean the...
DPF. We Verified the Check Engine Light, Hard to Start, Vehicle Running Rough and Black Smoke from the Exhaust. We Performed Diagnosis and found EEC Check Codes [redacted],[redacted] found engine oil overfilled and exhaust indicates full. changed oil, Reprogrammed Modules to latest calibartion and attempted manual regen and that failed. Then we did an exhaust pin point check and found partial throttle so we replaced pedal assembly, then we did a retest now it would go into regen, but the regen was failing. so we did an additional retest EEC and found different codes [redacted], performed pinpoint check of fuel trims, fuel trim was 19 on cylinder 5 so we checked compression and they all tested ok. so we removed and replaced #5 fuel injector and retest. Check Engine light is off and vehicle does not hard start at this time, the vehicle does not run rough at this time. But there is still visible black smoke from exhaust, we suspect internal DPF damage and then we quoted a cost for that repair and that is where we stoped we did quote a cost to you for the fix of the dpf we would be more than willing to take another look at the vehicle to verify repair and get you a quote on that portion of the repair. As for a full refund of the other repairs we have done we do not feel that is a fair request do to the fact that we did repair those issues.
As I said before, the object that destroyed the turbos came from the intake side of the first turbo which was not taken apart, the part that you are saying was taken apart is in between the two turbos so I could understand if just the second turbo had been damaged, or if the back of the first turbo fins where damage but the damage shows that the damage started on the front side of the turbo which we did not take apart if you can take and find the foriegn object that created the damage then I would be more than happy to re look at the cost of damages, other wise we will not participate in the costs of the turbos.
Complaint: [redacted]
I am rejecting this response because:I am not sure if it is misinformation or lack of experience, but what you are saying doesn't make any sense. The inlet of the turbo (which is what you are referring to as the "intake" side is part of the same housing as the outlet (which is the part exposed when the technician removed the crossover pipe). They are not separate assemblies or anything as you are implying, in fact, quite the opposite. The inlet and outlet of the turbocharger are adjacent to each other and share the same housing less than 2 inches apart. They are technically "one" together in the flow path... Air enters the inlet and flows through the outlet. With that in mind, it's very clear that anything dropped in the outlet ends up in the inlet; because there is nowhere else for it to go. I have attached a picture showing the inlet (Red Arrow) and outlet (Blue Arrow) of the turbo in question for you to reference. And as for damage to "the back of the blades" - turbo wheels are single sided, there is only a "front" to them, no "back". They are pressed against what's called a backing plate. Regardless, I'm not here to educate you on turbos. The proof that Spradley Barr is responsible for the damage is irrefutable. - The truck/turbos entered the dealership with no damage- Technician removed the crossover pipe to complete the oil change (Proven by the wrench left in the engine bay, and the simple fact that the crossover pipe must be removed to access the filter)- The truck did not make it home from the dealership due to destruction of the turbochargers- Determined by a 3rd party shop, and 2 different turbo authorities that a foreign object passed through the turbos with the system apartAgain, I am not prepared to take no for an answer in this matter. It is shocking to me that Spradley Barr refuses to stand behind their mistake and make this right.
Regards,
[redacted]
I did take 6 days to answer back but not do to the fact that I was silent I actually took the pictures that ** sent me and personaly spoke with my sevice manager, as well as two of my [redacted] master certifed diesel mechanics that have been working on diesel trucks for well over 15...
years, I also spoke to the lube tech that did the oil change from that I gathered the information to make sure that we where not at fault. Infact I wanted to be absolutly sure that we did not create this issue, first of all I spoke to the lube tech that performed the oil change and he was very adamat that he did not unhook the tube that ** is talking about, infact he told me that the service advisor had instrucked him to remove the tube to get the oil filter out, but he said that he did not need to remove that tube to get it out and is more than willing to show ** how to do it without unhooking that tube, on top of that I spoke to his shop that he brought the vehicle to and the wrench that his shop found was a 10mm wrench and his shop informed me that the bolt that would need to be removed is an 11 mm bolt, so that wrench wouldnt even work. After speaking to my mechanics as well as his I found out that something would have had to been sucked in through the intake side of the turbos to create the damage that was in the photos and our shop did not do any repair or cleaning to his intake which is the side that it came in. I also investigated to see if there was any way possible that if my mechanic was not truthful to me and did remove that part what the likely hood is that something fell all the way down and some how rolled or slid to the front side of the turbo blades to create the damage, what was said by all the mechanics I spoke to it would be almost imposibile infact what one said this would be a miracle, so after all the discussion with the techs as well as the other managers we came to the decision that it was not our wrong doing that created this issue. I do feel bad that this has happened to ** and we hope that he will continue to do business with us.
Complaint: ***
I am rejecting this response because: I never made the statement that I would rather go ahead and make the purchase and inquiring six times is no reason to act as they did All they had to do was take the truck back, return my vehicle and send me on my way
Regards,
*** ***
I called and spoke to the customer and he currently has the vehicle at another shop I told him if that shop could submit the warranty claim I would authorize that shop to do the repair
We did not make this decision without consulting multiple professionals and all of them said that this did not happen from us taking that part apart and that it happened from some thing else, my technician told me that he did not take it apart and I dont feel like he is lieing so I dont feel that we hold any resposibility in the repair costs and have nothing further that we can assist in this matter
Complaint: ***
I am rejecting this response because:
That is absolutely NOT the truthYou told me who you consulted with - which were all of my contactsThe "Professionals" you consulted with inside your dealership would be your own mechanics who've never seen, nor had hands on the truck, and your Lube Tech who has no certifications or formal training to be considered "Professional". You spoke with the owner of the shop who disassembled the truck, and he told you that there wasn't a way any object entered the system without being apart; meaning there was NOT a possibility that you were not at faultThe other contact of mine you spoke with also echoed foreign material went through the turbo, no other cause for damage was presentI have both of these statements in writing, and both parties will submit said testimony on my behalf. There is no scenario where something outside of the dealership caused these problemsThere has been thorough professional investigation to attest to thatIt has been made clear that you are less than enthusiastic about standing behind your mistake, but I will once again assure you that I will not take no for an answer, and I will push this as far as I need to until you make this right.
Regards,
** ***
Complaint: [redacted]
I am rejecting this response because: I brought it into your shop only one time by knowing the DPF issue, it did start right up without any issues since I have had the truck, it also runs smooth when I brouth in your service dept. The only problem was smoking from the tail pipe. After you cleared the codes for the check engine light, it directly came back on within 20miles. Off course you didn't know that because your mechanic didn't want to look at my truck even though I left my truck at your service department about one month. I also haven't got any quote on the problem because of the same reason. I finally decided to purchase a DPF and got it installed. The truck runs perfect now!!! No smoke, no check engine light, at all!!! As your service coordinator says you wouldn't trust any other mechanic shops, but I would because they exactly pointed the problem before your misdiagnosis and I told you that nothing wrong with injectors, but DPF. For that reason, I feel like It is just waste of time and money if you don't want to help me out.
Regards,
Umit [redacted]
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regardless of what size wrench was actually left in the engine bay, there is no other reason to have a wrench there aside from taking all of that apart. It is very clear that your tech was indeed pulling that apart, because there is no other aspect of an oil change that requires a wrench inside of the engine bay. There is not even a dispute that the wrench that I still have in my possession is your tech's wrench. There is no question that he took that apart, and the wrench left in the engine bay shows neglect and inattention to the job he was performing, end of story. I have attached 2 pictures of the turbo set up in question, in which you can clearly see that the outlet of the atmosphere turbo is clocked in such a way that the passage down into the intake is both downhill, and very easily exposed with that pipe off. The entire intake system has been inspected and without question, is still perfect. There is absolutely no way that anything foreign made its way into the system while it was together. The shop that found the damage insisted that there was no way that something compromised the system. I will reiterate that the truck NEVER made it home. The FIRST hard acceleration after leaving the dealership is when the turbos ingested the object. There is absolutely no way that anything happened to them in the very short drive I made before they were destroyed. The truck drove into the dealership without issue, and didn't make it home. Just to clarify - the shop that pulled the truck apart echoed that something had to have been introduced to the system while it was apart. The shop owner is willing to submit a statement to validate this.Again, I haven't even asked for the full cost of repairs, just the repairs made to the turbochargers themselves. I understand things happen, but I expect Spradley Barr to stand behind this mistake.
Regards,
[redacted]
I am sorry that you are unhappy with the response but you did sign all the legal contracts that day I have received a request from the service department that you no longer would like to have the [redacted], bedliner or the nitrofill that you purchased for the vehicle. and I would be willing to reimburse you for those products.
We did not take the vehicle back was because the customer had inquired well over 6 times about the vehicle and knew the vehicle would not fit in the garage in fact the sales person had worked with him so much knowing that he did want to get the new truck that she looked at multiple ways for the...
customer to be able to purchase the car including looking into what the cost would be to extend the customers garage to fit the vehicle the sales person found that It would be rather expensive to go that route so she had found a different bumper that could go on the vehicle to make it so the vehicle would be a little shorter. the customer was then offered the opportunity to bring it home again and instead the customer stated that he would rather go ahead and complete the purchase.
I am sorry that you feel that we did not do the correct repair, but after reviewing the service ticket I realized that you came in for numerous repairs, including Check Engine Light, Hard to Start, Vehicle is Dying, Black Smoke from exhaust, of which another shop tried to clean the...
DPF. We Verified the Check Engine Light, Hard to Start, Vehicle Running Rough and Black Smoke from the Exhaust. We Performed Diagnosis and found EEC Check Codes [redacted],[redacted] found engine oil overfilled and exhaust indicates full. changed oil, Reprogrammed Modules to latest calibartion and attempted manual regen and that failed. Then we did an exhaust pin point check and found partial throttle so we replaced pedal assembly, then we did a retest now it would go into regen, but the regen was failing. so we did an additional retest EEC and found different codes [redacted], performed pinpoint check of fuel trims, fuel trim was 19 on cylinder 5 so we checked compression and they all tested ok. so we removed and replaced #5 fuel injector and retest. Check Engine light is off and vehicle does not hard start at this time, the vehicle does not run rough at this time. But there is still visible black smoke from exhaust, we suspect internal DPF damage and then we quoted a cost for that repair and that is where we stoped we did quote a cost to you for the fix of the dpf we would be more than willing to take another look at the vehicle to verify repair and get you a quote on that portion of the repair. As for a full refund of the other repairs we have done we do not feel that is a fair request do to the fact that we did repair those issues.
As I said before, the object that destroyed the turbos came from the intake side of the first turbo which was not taken apart, the part that you are saying was taken apart is in between the two turbos so I could understand if just the second turbo had been damaged, or if the back of the first turbo fins where damage but the damage shows that the damage started on the front side of the turbo which we did not take apart if you can take and find the foriegn object that created the damage then I would be more than happy to re look at the cost of damages, other wise we will not participate in the costs of the turbos.
Complaint: [redacted]
I am rejecting this response because:I am not sure if it is misinformation or lack of experience, but what you are saying doesn't make any sense. The inlet of the turbo (which is what you are referring to as the "intake" side is part of the same housing as the outlet (which is the part exposed when the technician removed the crossover pipe). They are not separate assemblies or anything as you are implying, in fact, quite the opposite. The inlet and outlet of the turbocharger are adjacent to each other and share the same housing less than 2 inches apart. They are technically "one" together in the flow path... Air enters the inlet and flows through the outlet. With that in mind, it's very clear that anything dropped in the outlet ends up in the inlet; because there is nowhere else for it to go. I have attached a picture showing the inlet (Red Arrow) and outlet (Blue Arrow) of the turbo in question for you to reference. And as for damage to "the back of the blades" - turbo wheels are single sided, there is only a "front" to them, no "back". They are pressed against what's called a backing plate. Regardless, I'm not here to educate you on turbos. The proof that Spradley Barr is responsible for the damage is irrefutable. - The truck/turbos entered the dealership with no damage- Technician removed the crossover pipe to complete the oil change (Proven by the wrench left in the engine bay, and the simple fact that the crossover pipe must be removed to access the filter)- The truck did not make it home from the dealership due to destruction of the turbochargers- Determined by a 3rd party shop, and 2 different turbo authorities that a foreign object passed through the turbos with the system apartAgain, I am not prepared to take no for an answer in this matter. It is shocking to me that Spradley Barr refuses to stand behind their mistake and make this right.
Regards,
[redacted]
I called and spoke to the customer he is supposed to come in tomorrow at 4 pm
I did take 6 days to answer back but not do to the fact that I was silent I actually took the pictures that ** sent me and personaly spoke with my sevice manager, as well as two of my [redacted] master certifed diesel mechanics that have been working on diesel trucks for well over 15...
years, I also spoke to the lube tech that did the oil change from that I gathered the information to make sure that we where not at fault. Infact I wanted to be absolutly sure that we did not create this issue, first of all I spoke to the lube tech that performed the oil change and he was very adamat that he did not unhook the tube that ** is talking about, infact he told me that the service advisor had instrucked him to remove the tube to get the oil filter out, but he said that he did not need to remove that tube to get it out and is more than willing to show ** how to do it without unhooking that tube, on top of that I spoke to his shop that he brought the vehicle to and the wrench that his shop found was a 10mm wrench and his shop informed me that the bolt that would need to be removed is an 11 mm bolt, so that wrench wouldnt even work. After speaking to my mechanics as well as his I found out that something would have had to been sucked in through the intake side of the turbos to create the damage that was in the photos and our shop did not do any repair or cleaning to his intake which is the side that it came in. I also investigated to see if there was any way possible that if my mechanic was not truthful to me and did remove that part what the likely hood is that something fell all the way down and some how rolled or slid to the front side of the turbo blades to create the damage, what was said by all the mechanics I spoke to it would be almost imposibile infact what one said this would be a miracle, so after all the discussion with the techs as well as the other managers we came to the decision that it was not our wrong doing that created this issue. I do feel bad that this has happened to ** and we hope that he will continue to do business with us.
We are currently working with [redacted] to try to get the reimbursement to the customer as fast as we can.