We have reviewed the complaint filed by [redacted] ? Mr [redacted] did bring his truck into our shop to have the transmission checked out? Due to it being an internal transmission failure the [redacted] service contract has to send an inspector out to see the failure? We have to get the customer to authorize us to tear down the transmission for inspection because if the inspector comes out and says the repair is not covered under the warranty the customer is responsible for the technicians time? We explained this to [redacted] and she thought we were going to make her pay $up front before we did anything? Dean C [redacted] our General Manager talked to her and explained the situation further and then they made the appointment to come in and have the transmission tore down? When they brought the vehicle in our technician started on the vehicle and found a technical service bulletin that says that these trucked can have a problem with the valve body with come loose and the transmission oil filter will sag and creates a hole and creates a bypass situation and it can suck air into the transmission? In order to verify if this concern is present we need to removed the transmission oil pan, oil filter, make the valve body is tightly secured, install a new transmission filter and installed the pan and refill transmission? This may or may not have corrected the problem? When our service advisor called to explain this to the customer, he did not explain it correctly and quoted them the wrong price? John our Service Manager called them back almost immediately after the phone call to clarify the mix up? Jim was a new service advisor and that is why he did not explain it correctly? When John called back and explained the situation Mr& Mrs [redacted] were very upset that we had quoted the wrong price and was told wrong information? John apologized and tried to clear up the mix up but Mr [redacted] said at this point they were going to pick it up and take it elsewhere? We understand there was a miscommunication about the price of the repair from our new Service Advisor Jim and we apologized to the customer and tried to explain the situation? We did not tell the customer at any time there was worn components in their transmission as we never got a chance to tear the transmission apart to see what the cause of failure was? We did contact [redacted] when the customer came in about the transmission concern but when we found the technical service bulletin that says to see if the valve body is loose we did not call back [redacted] because they do not cover components coming loose they only cover broken components? We had to make sure that wasn't the problem before moving forward? Also, if we have called [redacted] at that time and told them we thought the valve body could be loose it could negate further coverage on the transmission? The contract only covers broken parts, not loose or worn parts.? We understand it is frustrating to the customer to have your vehicle not working good and then to have the miscommunication but we at no point intentionally tried to mislead the customer or cheat the customer in any way? There are certain procedures we have to follow to verify cause of failure for the service contacts and if we had pulled the transmission apart and there was not damage to the inside of the transmission the customer would have been very upset with us if we knew we could had ? fixed it or try to fix it by tightening the valve body and replacing the filter? After talking with the General Manager we are not going to reimburse the customer for rental for the time his vehicle was in our shop? We were in contact with the customer the entire time and we following procedure to make sure the customer's vehicle was fixed properly? We are sorry that it was not done to their satisfaction.If you have any further questions please do not hesitate to call or email me.Thank you,? Traci N***Office Manager [redacted] FAX
We have reviewed the complaint filed by [redacted] ? Mr [redacted] did bring his truck into our shop to have the transmission checked out? Due to it being an internal transmission failure the [redacted] service contract has to send an inspector out to see the failure? We have to get the customer to authorize us to tear down the transmission for inspection because if the inspector comes out and says the repair is not covered under the warranty the customer is responsible for the technicians time? We explained this to [redacted] and she thought we were going to make her pay $up front before we did anything? Dean C [redacted] our General Manager talked to her and explained the situation further and then they made the appointment to come in and have the transmission tore down? When they brought the vehicle in our technician started on the vehicle and found a technical service bulletin that says that these trucked can have a problem with the valve body with come loose and the transmission oil filter will sag and creates a hole and creates a bypass situation and it can suck air into the transmission? In order to verify if this concern is present we need to removed the transmission oil pan, oil filter, make the valve body is tightly secured, install a new transmission filter and installed the pan and refill transmission? This may or may not have corrected the problem? When our service advisor called to explain this to the customer, he did not explain it correctly and quoted them the wrong price? John our Service Manager called them back almost immediately after the phone call to clarify the mix up? Jim was a new service advisor and that is why he did not explain it correctly? When John called back and explained the situation Mr& Mrs [redacted] were very upset that we had quoted the wrong price and was told wrong information? John apologized and tried to clear up the mix up but Mr [redacted] said at this point they were going to pick it up and take it elsewhere? We understand there was a miscommunication about the price of the repair from our new Service Advisor Jim and we apologized to the customer and tried to explain the situation? We did not tell the customer at any time there was worn components in their transmission as we never got a chance to tear the transmission apart to see what the cause of failure was? We did contact [redacted] when the customer came in about the transmission concern but when we found the technical service bulletin that says to see if the valve body is loose we did not call back [redacted] because they do not cover components coming loose they only cover broken components? We had to make sure that wasn't the problem before moving forward? Also, if we have called [redacted] at that time and told them we thought the valve body could be loose it could negate further coverage on the transmission? The contract only covers broken parts, not loose or worn parts.? We understand it is frustrating to the customer to have your vehicle not working good and then to have the miscommunication but we at no point intentionally tried to mislead the customer or cheat the customer in any way? There are certain procedures we have to follow to verify cause of failure for the service contacts and if we had pulled the transmission apart and there was not damage to the inside of the transmission the customer would have been very upset with us if we knew we could had ? fixed it or try to fix it by tightening the valve body and replacing the filter? After talking with the General Manager we are not going to reimburse the customer for rental for the time his vehicle was in our shop? We were in contact with the customer the entire time and we following procedure to make sure the customer's vehicle was fixed properly? We are sorry that it was not done to their satisfaction.If you have any further questions please do not hesitate to call or email me.Thank you,? Traci N***Office Manager [redacted] FAX