Sun Devil Auto

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below ***, Thank-you for your time and consideration to respond to my complaint The computer in my minivan was not damaged when I dropped it off at Sun Devil Auto I believe it happened while the car was in Sun Devil Auto's care The following are the reasons why: After diagnostics, [redacted] said, “I recommend you replace the electrical cable before there is damage to the computer.” Spending $1,on a $2,minivan was a lot to swallow, but protecting the computer made sense to me, so I decided to spend the money If the computer was damaged when I brought it in, there would have been a fault code I asked you about this and you verified there would have been a fault code I was around the corner at Autozone talking to two service guys minutes before I brought the car in We were listing to the engine for a good five minutes The minivan was not missing; it was surging, but not missing I offered these guys as my witness to both you and *** No need to just accept my story When replacing the computer, the following was the instructions I received: DO NOT Have Key in Ignition Disconnect Negative Battery Terminal FIRST Disconnect Positive Battery Terminal SECOND [redacted] IMPORTANT [redacted] Leave Disconnect For AT LEAST MINUTES Clean All Battery Terminals & Connections – Must be Clear Of ANY Corrosion & Bui Install ECM [redacted] After Minutes Has Passed [redacted] Connect All Terminals to ECM Connect Positive Battery Terminal FIRST Connect Negative Battery Terminal SECOND Start the car From the above instructions, it seems you have to be extremely careful when working on electrical problems on minivans Mistakes can happen When I replaced my computer, the first thing I did was to remove the Negative Battery Terminal I found someone had forgotten to tighten the nut on the terminal Either it wasn’t tight when it was brought it into Sun Devil Auto or Sun Devil Auto didn’t tighten itEither way, it was a mistake, the terminal should have been tight when I picked up the minivan Everyone makes mistakes All I’m asking for Sun Devil to take ownership of this one and compensate me fairly Regards, [redacted]

Mr [redacted] brought his vehicle in stating the check engine light was on and the idle was surgingUpon inspection and diagnoses we found that the vehicles had such a bad power steering fluid leak that the fluid eat away the plastic coating on the wiring to the ECM/on board computer and the internal wires were touching each otherMr [redacted] saw this with his own eyes; we told Mr [redacted] at that time the sooner he fixed that problem the betterWhen bare wires are touching each other and possibly other parts of the vehicle you run the risk of shorting out electrical partsWe informed Mr [redacted] at that time there is a chance that the vehicles ECM/on board computer may have been damaged but until the wiring is repaired we would be unable to determine thatWe gave Mr [redacted] an estimate to fix the fluid leak and wiring harness and he authorized the repair at that time Once the repairs were complete we found that the ECM/on board computer was damaged from the shorted wiresWe called Mr [redacted] reminding him of the earlier conversation telling him there was a chance the ECM/on board computer could have been damaged and we gave him an estimate at that time for the addition repair, he declined the repair and picked his vehicle up Mr [redacted] called our corporate office and wanted to speak to someone regarding his service he had receivedI spoke to Mr [redacted] at great length; he described the situation in great detailHe acknowledged that he was informed there was a chance he would need additional repair at the time he authorized the repairs but felt since the symptom was different that we must have improperly installed the wiring harness and caused damage to the ECM/on board computerI told him I would review the matter and call him backAfter talking to [redacted] the location store manager and the tech that performed the repairs I called and spoke with our companies head Diagnostic Tech and trainer I gave him the details surrounding the repair and told him that the customer felt that we had improperly installed the wiring harness He walked me through the process of installation as well as the associated wiring diagram In fact the harness was installed properly I called Mr [redacted] and reviewed my findings, he asked a lot of questions and I did my best to answer all of them But Mr [redacted] was still frustrated by the matter so I offered a resolution, I offered to do the repair and a greatly discounted rate, he declined my offerMr [redacted] told me he has wide understanding of electrical system do to the nature of his job and even though I was able to defend our position he wanted us to repair his vehicle at no charge to himI asked him how it was possible for him to still feel that we are responsible for the fact the vehicle needed additional repairs, he said “it doesn’t matter, I have a different symptom than I had before and that’s all I have to say to the Revdex.com or anyone else that will listen” At Sun Devil Auto we take great pride in treating all of our customers fairly and I believe that we have regarding this matterPrior to authorizing the repairs Mr [redacted] knew that there was a chance the vehicle may need addition repairsI reviewed Mr [redacted] complaint in great detail and have no doubt we acted in Mr [redacted] best interest and repaired his vehicle properlySince Mr[redacted] has taking it upon himself to repair his vehicle it took away any reasonable chance of a resolution and we feel that no further action should be taking regarding this matter If you have any question you can contact me at ***-***-*** Sincerely, *** [redacted] General Manager

September 11, It is unfortunate that Mr [redacted] and Sun Devil Auto cannot come to an agreement on this matter However our position has not changed We ask that this matter be brought before the ARAC Board for their review Sincerely, [redacted] General Manager

Ms*** brought her vehicle in for an oil change on August 14th to our location on *** *** ** ***We performed the service and made a couple for recommendation for maintenance and noted that her brakes were getting low but were ok at the time
Ms*** paid for the oil
change and leftA little later Ms*** returned stating the vehicle was not shifting correctly; since she was just here we wanted to inspect it right awayThe first thing we did was test drive the vehicle to verify the complaint and it did not take long to feel the complaint Ms*** had describedWe then pulled the vehicle into the service bay for further inspectionUpon further inspection we determined the transmission fluid was aerating (foaming) due to an internal transmission problem and to determine the cause we would need to remove the Transmission to inspect the internal failureThe cost to remove disassemble and inspect the internal composites is $500, which would go towards to repairWe spoke to Ms*** and we also showed her the fluid so she could see it for herselfShe declined the removal at that time stating she would get back to us the next day
The following day Ms*** decided to tow the vehicle to *** *** for a second opinionA few days later we received a call from Ms*** stating that *** *** had determined that the Transmission had the wrong fluid in it causing the Transmission to failShe asked why we put the wrong fluid in the car; the store manager told Ms*** at that time that we had no need to have put fluid in the Transmission so if it had the wrong fluid it was not put in there by usAt that time we suggested to having the vehicle towed back in so we could re-inspect the vehicle at no charge to Ms*** and she gave us authorization to have us tow it at that time
Upon arrival the first thing we did was inspect the fluid condition and found that the fluid was replaced since we saw it lastOn the original visit the fluid had a very distinct color; the vehicle requires a specific type of fluid called CVTThe original CVT fluid has a very dark color and when we inspected it on prior visit it was a discussion because when Transmission fluid wears it burns changing it to a darker color and we determined at that time it was not burning and that it was the original generation fluid, the newer generation fluid is a lighter color. After having the vehicle towed back in the fluid is now a lighter brighter color leading us to believe the fluid had been change since we saw it last
We made several attempts to resolve this matter with Ms***We never put any type of fluid in her transmission. It was not low at the time of her oil changeFurthermore we do not agree with the assessment made by *** ***, we believe the problem inside the transmission is a wear and tear issue due to time and mileageThis model year Honda CVT transmission is known to have characteristic failure problems like a light bulb, one minute its fine and the next it failsWe understand that the timing of the failure would lead Ms*** to assume we were the cause but that is just not the caseAs I stated before there was no need to add fluid to the transmission, it was never lowI would like to maintain Ms*** as a customer and offer to help her buy performing the repairs at a discounted rate out of customer service/satisfaction but anything beyond that would be unjust and unwarranted
If you have any question you can contact me at ***-***-***
Sincerely,
*** ***
General Manager

Our store manager contacted Ms.Byarlay and had her bring her vehicle in to be re- inspected. We re-flushed the
cooling system, inspected the cooling system for any leaks, and steam cleaned
the engine to remove any coolant that had leaked from the thermostat hose being loose.
We were able...

to take care of and satisfy Ms. Byarlay, and we apologize for the inconvenience that we may have
caused. We appreciate her understanding and working with us and hope that we
may earn her trust and her business in the future.
 
 
[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First off, the fluids were not changed at [redacted] and they have the video to prove it. They are actually willing to show me video of the shop unlike Sun Devil Auto. When the Honda was in [redacted] shop the fluid was a golden creamy color and clearly not CVT transmission fluid as mentioned above. When the Honda left [redacted] the transmission fluid was still golden and creamy. When I went to the Sun Devil Auto shop to try and resolve this issue my transmission fluid had magically become the right color! I assume it may have been the transmission fluid fairies since Sun Devil Auto is refusing to accept the blame for changing my fluid in order to cover their tracks. 
Second, you will never be able to maintain me as a customer since I have discovered that you have many other complaints against you. Also, since the general manager acted like a coward and would not come out to talk to me the last time I wass there, I was shown just how childish and immature this shop really is. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted],
Thank-you for your time and consideration to respond to my complaint. 
The computer in my minivan was not damaged when I dropped it off at Sun Devil Auto.  I believe it happened while the car was in Sun Devil Auto's care.  The following are the reasons why:
After diagnostics, [redacted] said, “I recommend you replace the electrical cable before there is damage to the computer.”  Spending $1,300.00 on a $2,200.00 minivan was a lot to swallow, but protecting the computer made sense to me, so I decided to spend the money.
If the computer was damaged when I brought it in, there would have been a fault code.   I asked you about this and you verified there would have been a fault code.
I was around the corner at Autozone talking to two service guys 10 minutes before I brought the car in.  We were listing to the engine for a good five minutes.  The minivan was not missing; it was surging, but not missing.  I offered these guys as my witness to both you and [redacted].  No need to just accept my story.
When replacing the computer, the following was the instructions I received:
DO NOT Have Key in Ignition
Disconnect Negative Battery Terminal FIRST
Disconnect Positive Battery Terminal SECOND
[redacted]IMPORTANT[redacted]
Leave Disconnect For AT LEAST 30 MINUTES
Clean All Battery Terminals & Connections – Must be Clear Of ANY Corrosion & Build-UP
Install ECM
[redacted]After 30 Minutes Has Passed[redacted]
Connect All Terminals to ECM
Connect Positive Battery Terminal FIRST
Connect Negative Battery Terminal SECOND
Start the car
From the above instructions, it seems you have to be extremely careful when working on electrical problems on minivans.  Mistakes can happen.
When I replaced my computer, the first thing I did was to remove the Negative Battery Terminal.  I found someone had forgotten to tighten the nut on the terminal.  Either it wasn’t tight when it was brought it into Sun Devil Auto or Sun Devil Auto didn’t tighten it. Either way, it was a mistake, the terminal should have been tight when I picked up the minivan.
Everyone makes mistakes.  All I’m asking for Sun Devil to take ownership of this one and compensate me fairly.
Regards, [redacted]

Mr. [redacted] brought his vehicle in stating the check engine light was on and the idle was surging. Upon inspection and diagnoses we found that the vehicles had such a bad power steering fluid leak that the fluid eat away the plastic coating on the wiring to the ECM/on board...

computer and the internal wires were touching each other. Mr. [redacted] saw this with his own eyes; we told Mr. [redacted] at that time the sooner he fixed that problem the better. When bare wires are touching each other and possibly other parts of the vehicle you run the risk of shorting out electrical parts. We informed Mr. [redacted] at that time there is a chance that the vehicles ECM/on board computer may have been damaged but until the wiring is repaired we would be unable to determine that. We gave Mr. [redacted] an estimate to fix the fluid leak and wiring harness and he authorized the repair at that time.
Once the repairs were complete we found that the ECM/on board computer was damaged from the shorted wires. We called Mr. [redacted] reminding him of the earlier conversation telling him there was a chance the ECM/on board computer could have been damaged and we gave him an estimate at that time for the addition repair, he declined the repair and picked his vehicle up.
Mr. [redacted] called our corporate office and wanted to speak to someone regarding his service he had received. I spoke to Mr. [redacted] at great length; he described the situation in great detail. He acknowledged that he was informed there was a chance he would need additional repair at the time he authorized the repairs but felt since the symptom was different that we must have improperly installed the wiring harness and caused damage to the ECM/on board computer. I told him I would review the matter and call him back. After talking to [redacted] the location store manager and the tech that performed the repairs I called and spoke with our companies head Diagnostic Tech and trainer.  I gave him the details surrounding the repair and told him that the customer felt that we had improperly installed the wiring harness.  He walked me through the process of installation as well as the associated wiring diagram.  In fact the harness was installed properly.
I called Mr. [redacted] and reviewed my findings, he asked a lot of questions and I did my best to answer all of them.  But Mr. [redacted] was still frustrated by the matter so I offered a resolution, I offered to do the repair and a greatly discounted rate, he declined my offer. Mr. [redacted] told me he has wide understanding of electrical system do to the nature of his job and even though I was able to defend our position he wanted us to repair his vehicle at no charge to him. I asked him how it was possible for him to still feel that we are responsible for the fact the vehicle needed additional repairs, he said “it doesn’t matter, I have a different symptom than I had before and that’s all I have to say to the Revdex.com or anyone else that will listen”.
At Sun Devil Auto we take great pride in treating all of our customers fairly and I believe that we have regarding this matter. Prior to authorizing the repairs Mr. [redacted] knew that there was a chance the vehicle may need addition repairs. I reviewed Mr. [redacted] complaint in great detail and have no doubt we acted in Mr. [redacted] best interest and repaired his vehicle properly. Since Mr.[redacted] has taking it upon himself to repair his vehicle it took away any reasonable chance of a resolution and we feel that no further action should be taking regarding this matter.
If you have any question you can contact me at [redacted].
Sincerely,
[redacted]
General Manager

September 11, 2014
It is unfortunate that Mr. [redacted] and Sun Devil Auto cannot come to an agreement on this matter.   However our position has not changed.  We ask that this matter be brought before the ARAC Board for their review.
Sincerely,
[redacted]
General Manager

Dear Ms. [redacted],
               
On October 18, 2012 Mr. [redacted] brought his 2007 [redacted] in
to our [redacted] and [redacted] facility for engine diagnostic, to have a new key
made, a new key fob, and general...

inspection. He was concerned that the engine
light was on and that the compass and the temperature on his mirror were not
working. Upon inspection of his vehicle we found that the vehicle had a diesel
programmer installed that had created a circuit malfunction in the Powertrain
Control Module (PCM), we found that the vehicle had an aftermarket exhaust
installed that was missing the EGR filter, the vehicle had a bad glow plug, a
bad right front axle, and the power steering fluid was in need of being
flushed. We advised Mr. [redacted] that because of the faulty PCM we would be
unable to check any further until we had a good PCM installed. The computer was
storing codes for Malfunction Indicator Light Circuit Malfunction. The
Programmer was locking out certain features of the PCM to attempt to fool the
PCM into believing that an exhaust filter WAS installed, this was also creating
internal circuit problems. Mr. [redacted] agreed to having the PCM replaced, the
axle replaced, we made him a new key and got him a new key fob and programmed
it, and flushed his power steering fluid. The PCM was a special order from GM and
took several days to order in. Once the PCM arrived we installed and programmed
it, programmed the new key and fob to the new PCM and rechecked for any
problems. We found that the computer was still sending codes for the exhaust
because of the elimination of the exhaust filter and that the vehicle did have
a bad glow plug. Mr. [redacted] asked us to NOT replace the glow plugs as he felt
that he wanted to attempt his repair himself, and then explained that the
programmer is used to trick the PCM into believing that the exhaust is correct
and would attempt to use the programmer to alleviate this. We explained the
programmer was likely faulty, and that with this piggybacking along with his Ignition
Interlock Device, also piggybacked into the PCM, that he would likely continue
to have issues. The compass and temperature were working, but he would have an
engine light due to exhaust and glow plugs.  Mr. [redacted] thanked us for
performing the repairs to this point and picked up his vehicle. Please note
that mileage was 145,097.
               
On May **, 2013 Mr. [redacted] returned to our [redacted] and [redacted] facility to
have the hydroboost brake unit replaced. Mr. [redacted] said that it was leaking
and wanted it to be replaced. Upon inspection we found that, indeed, the
booster was leaking power steering fluid and needed to be replaced. Mr. [redacted]
asked that we also service his transmission while we had it because it was due
by miles. We replaced the hydroboost brake unit and serviced his transmission.
Mr. [redacted] came and picked up his vehicle. Please note that mileage was
156,101.
               
On August 23, 2013 Mr. [redacted] had his vehicle towed to our [redacted] facility
because he had attempted to rotate his own tires and did not properly torque
the wheels and one of the wheels came off the vehicle while he was driving. He
also asked us to check the vehicle for an engine light. We asked if he had
replaced the glow plugs yet, he stated that he had not, but had looked on some
forums and they said that it might be something else and wanted us to check. We
agreed to inspect the engine light again. Upon inspection we found that the
wheel that had come off the vehicle was damaged, the other wheels were all
loose and that the vehicle still had codes for the exhaust and for the glow
plug. The #1 glow plug was not properly igniting. We also noticed a leak coming
from the transmission slip yoke. We recommended having this resealed. We also suggested
that due to his lift kit and the recent damage that while we have the
driveshaft out that we should have it rebalanced. We also found that the
vehicle still had the same codes for the missing exhaust filter and for the bad
glow plug. We informed Mr. [redacted] of this. He stated that he was headed out of
town and would bring the vehicle back for the driveline repairs. Mr. [redacted]
picked up his vehicle and left our facility. Please note that mileage was
160,937.
               
On August 29, 2013 Mr. [redacted] brought his vehicle back to our [redacted] facility
to have the slip yoke resealed and drive shaft rebalanced. He also asked us to
check his compass and his temperature readout as they were not working. Upon
inspection we found that both items were working at that time. We did some
further diagnostic and found that the PCM circuit that was faulty upon initial
installation was again faulty. We offered at this time to remove his programmer
and warranty out his PCM, even though he was far outside the mileage warranty
(12 months/ 12,000 miles), and would do so in an effort to help him alleviate
further problems and to attempt to help a good customer. Mr. [redacted] declined
having the PCM warrantied and said that he would contact the manufacturer of
the programmer in an effort to try to resolve his concerns. We then offered to
contact the manufacturer of the programmer to try to alleviate having these
problems over and over again. Mr. [redacted] declined to offer us this information
and said that “he would handle it”. We noted all of this on his invoice and Mr.
[redacted] picked up his vehicle. Please note that mileage at this time was
161,243.
On February 19, 2014 Mr. [redacted] brought his vehicle to our [redacted] facility to
have his idler arm and pitman replaced. He had been to another repair facility
for the alignment on his truck and they had told him that these items were worn
out. He also asked us to check his engine light again as he had replaced his
own plugs and was in need of an emissions inspection. We explained that we
would be happy to check the vehicle, but that because of the previous problems
and the exhaust modifications that he would continue to have these issues. He
stated that he had spoken to the manufacturer of the programmer and they had
given him some things to attempt and that it should be working properly to fool
the computer into believing that the exhaust was correct and functional. We
explained that with the damaged circuit in the PCM that this was likely not
going to work. We replaced the idler arm and pitman, which were worn, and
discovered that the ABS sensors had broken free of their mounts and were
rubbing on the axle and had exposed bare wires. We recommended replacing these
items. We also found that the computer no longer displayed a glow plug code,
but all of the exhaust codes were still there and that the exhaust would not
perform the diesel regeneration due to the fact that the PCM would pick up the
missing exhaust filter and the programmer was not telling the PCM to ignore
this. Mr. [redacted] said that he was going to take his vehicle back to the dealer
he bought the truck from and have them attempt to resolve the issue as they had
installed the exhaust initially and he was getting frustrated with this. Mr.
[redacted] approved the ABS sensors to be replaced and left our facility. Please
note that mileage was 169,368.
On March 2, 2014 Mr. [redacted] returned to our [redacted] facility to have his
vehicle checked for a brake light on the dash and an ABS light on the dash. He
was hearing a popping sound in the front end and his remote start was not
working. Mr. [redacted] was extremely combative stating that he had spoken with the
manufacturer of his programmer and they stated that the programmer was fine and
that the problems he was having were unrelated to their product. We attempted
to explain to him that there was no way that they could have diagnosed this over
the phone and without having had looked at the vehicle. We have had multiple
opportunities to examine his truck and kept him informed along the way. He then
became irate that he had paid for ABS sensors on his truck and now had an ABS
light on. We explained that we need to examine the truck and look at it, but we
replaced the sensors because they were damaged, not because he had a light on.
Upon inspection we found that he had a blown fuse to his trailer brake unit
that he had installed and this was causing the light to illuminate. We also
found that the axle we had installed was making some noise as was his front
wheel hub. Mr. [redacted] agreed to pay for the hub assembly but argued that he
shouldn’t have to pay for the axle. We explained that he was far outside the
warranty on both time and mileage for the axle, but agreed to help as he had
been a good customer. We found that the computer had codes for the glow plug
heater, an evaporative emission leak, EGR codes (missing exhaust filter) and
for the MIL malfunction circuit. We again explained that he had an issue with
the programmer and that with his [redacted], the programmer and
trailer brakes all wired in he could be having some serious circuit issues. We
also explained that with the codes in the computer for the exhaust that the PCM
was commanding the glow plugs to get hotter, was adding more fuel and fouling
the new plugs due to the exhaust issues. Mr. [redacted] became irate and started
blaming his vehicle issues on improper diagnosis. He cited multiple internet
forums and the programmer manufacturer as sources for his claims. We tried to
explain to Mr. [redacted] that although forums are a good resource for attempting
to make home diagnostics, they are not accurate as it is not specific to your
vehicle. We had a certified technician look over his vehicle to determine the
problems he was having specifically with his truck. Mr. [redacted] picked up his
vehicle and left our facility. Please note that mileage at this time was
170,239. 
               
We spoke with Mr. [redacted] again and agreed to refund him for the ABS sensors on
his vehicle. We tried to explain, again, that we made the recommendation due to
damage that we physically observed, not to resolve any stated problems. 
               
We had no further contact with Mr. [redacted] until we received a phone call from
him on July 2, 2014. He stated in his complaint that he brought his vehicle in
for repairs and that we had said he had a faulty programmer, and so he removed
it, and that after he removed it we then told him he needed a PCM and that the
last time he was in our shop someone had stolen his sunglasses. He stated that
he had taken his vehicle to another shop for repair and that they had called
the programmer manufacturer and the vehicle only needed a fuse block.  He
also stated that he did not want to speak with me in regards to this. I took
the opportunity to call Mr. [redacted] and explain that due to my position that he
would have to continue to work this situation out with me. Mr. [redacted] told me that
he wanted a refund because we had not properly diagnosed his car. I explained
that we had diagnosed his vehicle correctly and had kept him up to date and
noted all things that we found all along the way. We offered to warranty the
PCM outside the warranty period and he refused. I explained that over 25,000
miles had transpired since the time we initially installed the PCM and that
during those miles we continued to remind him that he was driving with faulty
components on his vehicle.  I also explained that we would not be
reimbursing him for his sun[redacted]es as the last time we had seen his vehicle was
in March and that at no point since then had he called our corporate office or
the store to report this. Mr. [redacted] disagreed with my decision and said that
he would seek other avenues for satisfaction. I thanked him for his time and he
hung up. 
               
We do not feel that a refund is warranted in this matter. We have attempted to
help Mr. [redacted] on multiple occasions and have even offered to replace items on
his truck outside of the warranty period in an effort to keep him as a good
customer. Mr. [redacted] has had multiple modifications made to his truck that
interfere with the PCM ([redacted], programmer), the wiring on
his truck (trailer brakes), and the factory emissions systems (exhaust filter
elimination). We have attempted to explain to him multiple times the issues he
is having and what the proper repair would be. Mr. [redacted] has declined these
repairs and has continued to opt to have the aftermarket items run on his
vehicle. We believe that we have acted in his best interest at all times. Since
the time we last repaired his vehicle he has had the [redacted] removed and
has had other companies working on his truck. We do not doubt that he had a
wiring concern and possibly a fuse block that had issues, but these issues
could have been caused by the items that were spliced in to the factory wiring
system and later removed. We are only able to attest and diagnose the issues
that we see at the time of inspection.
We would like the opportunity to
have a conversation with the technician that repaired the fuse block on the
truck and gain his insight in this matter. We always work hard to try to
resolve issues and retain customers long term, and would like nothing more than
to resolve this matter with Mr. [redacted]. 
               
We thank you for your time and attention to this matter. Should you have any
further questions, please feel free to contact me directly. Thank you.
 
[redacted]
Store Supervisor
Sun Devil Auto

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I will call them today.

To Whom This May Concern,                
On March 23, 2015, Mr. [redacted] came to our Val Vista facility to have histransmission fluid checked, and to have his A/C inspected. Mr. [redacted] wasconcerned with some issues...

he was having with the condition of the transmissionfluid, and with the shift quality of the transmission. Upon inspection we foundthat the fluid was, indeed, in need of servicing and that his rear A/Cblower motor was inoperable. Mr. [redacted] approved both repairs and we proceeded.Upon completion Mr. [redacted] was called and informed that his vehicle was readyfor pick up. Mr. [redacted] came and picked up his vehicle. This was not Mr. [redacted]first time with us as we have been servicing his vehicles for a number ofyears. Please note that the mileage at that time was 178,568.                 On August 31, 2015 Mr. [redacted] brought his vehicle to our Val Vista locationbecause he felt that he was having transmission issues. He had stated that thevehicle was shifting hard, the transmission light came on, the odometer hadstopped working and he was having problems getting it to shift into reverse.Our store manager there explained to Mr. [redacted] that he was having an internaltransmission issue and that we would need to remove, disassemble and inspectthe transmission for any internal damage, but ultimately the transmission wouldneed to be rebuilt as the concern was an internal mechanical failure. Mr. [redacted]was not sure that he wanted to spend that amount of money, so the manager thererecommended that Mr. [redacted] sleep on it to make an informed decision. Mr. [redacted]called back within a few hours and authorized the teardown. After having tornthe transmission down, Mr. [redacted] was provided with an estimate of the necessaryrepairs. He agreed and the repairs were performed. We rented a vehicle for Mr.[redacted] during this time, at no charge, because he has been a good customer andwe wanted to continue to work with him and are appreciative of his business.Upon completion the vehicle was test driven and he was called to come and pickup his vehicle. Please note that the mileage at that time was 187,799.                
On September 18, 2015 Mr. [redacted] brought his vehicle back to us to have usexamine a concern that he was having. He stated that the vehicle, when on thefreeway, would “hunt” for gears. That as you accelerated above 52 miles perhour, that the vehicle would range up and down to find a gear. He also statedthat the shifting was harsh. Mr. [redacted] also asked us to check the alignment onthe vehicle, as it would pull to the left when driving. No mention of any leakswas made at that time. We agreed to inspect his vehicle for him and proceededwith the examination. We did align the vehicle as the toe settings wereslightly out, and found no problems with the transmission. The store managercalled Mr. [redacted] to report this. Mr. [redacted] immediately insinuated that inferiorwork had been performed and that we were incapable of repairing his vehicle.The store manager, again, informed him that we simply inspected the items hehad asked for and were reporting what we had found. The way that thistransmission operates, it is closely monitored by the vehicle computer and ifany faults were to arise, the transmission and engine control modules wouldpick this up and illuminate the engine light or transmission light, as it haddone previously. No Such problems existed at the time that we inspected thevehicle. We had 3 separate people, myself included; drive this vehicle to getmultiple opinions to make sure that we satisfied his request. We called Mr.[redacted] and explained that we could not find any further issues. Mr. [redacted] stated that he would be down later in the day to pick the van up and would talk about it with us then.                 
When Mr. [redacted] arrived he was very combative and stated that he was frustratedthat we had used inferior parts and that we were incapable of repairing hisvehicle. The manager explained that we use quality parts and inquired what madehim feel that those parts were less than quality, as the parts he wasdiscussing were internal and no problems could be found upon multiple testdrives. Again, Mr. [redacted] offered no explanation to his comments, merely statingthat he was “taking this to the next level”. The manager explained, again, thatwe were attempting to help him, but the fact that there were no problems to befound made it near impossible to diagnose the things he was concerned with. Again,Mr. [redacted] began to berate the manager and told him that the work wasunacceptable, and the parts we were used were inferior. At this point, Istepped in to the conversation and attempted to explain to Mr. [redacted], first howhis transmission operates, and second, what myself and others had felt. Histransmission does have a firmer shift, as it has brand new internal components,but that the transmission was operating well within the parameters specified bythe manufacturers. We, again, explained that if such problems existed that thevehicle would illuminate the check engine light, or the transmission light. Mr.[redacted] again told us that he was going to have another shop look at thetransmission because obviously we “were incapable of repairing his vehicle.” Iexplained that this was not the case, but encouraged him to seek anotheropinion and that if they, too, felt that there was an issue that we were unableto detect, we would be happy to re-examine it at no charge as we had done andthat he had a 12 month/ 12,000 mile nationwide warranty on his transmission.Mr. [redacted] picked up his vehicle and left our facility.                 
Mr. [redacted] called in to our customer Service line on September 23, 2015 toexpress his frustrations with the situation and to discuss the issues at hand.As the supervisor for this location, I called Mr. [redacted] back within a few hoursand was unable to reach him at that time. This was on September 23, 2015 at1:24 pm. I received a return phone call back from Mr. [redacted] the following day.I was unable to answer his call. I attempted to reach him again the following day at 8:33 a.m., but received no further communication back from him, outside of this communication to the Revdex.com, which was also forwarded to our Tempe location.                 
We believe we have been as accommodating as possible to Mr. [redacted] as wepossibly can be. We have checked his vehicle thoroughly to ensure that the workwe performed was up to specification, and that any issues that may arise werepresented and/ or addressed. We have been as up front with Mr. [redacted] aspossible in all matters relating to his vehicle, and even went above and beyondby aligning his vehicle at no charge. We have aligned Mr. [redacted] vehicle only2 times in the past. On July 5, 2013 at 137,964 miles, and again on July 16,2014 at 158,927. We have always attempted to help Mr. [redacted] as best as we possibly can, and have always encouraged him to take his time in making decisions about his vehicle, as his vehicle has a high number of miles.                 
Upon review of the letter provided by Mr. [redacted] these are our findings in thismatter. ·       
[redacted] examined the vehicle and provided Mr. [redacted] with a list of items that they had recommended based on a thorough inspection of his vehicle.· There is no mention of any stated problems with the transmission, or recommendation for repairs of the transmission. We believebecause this was examined and no problem was found. ·        
According to the alignment sheet provided here,and by [redacted], all alignment specifications are within their specified fields. The toe settings in the front were out by .02 degrees on theright front, and .01 degrees on the left front and the cross camber in thefront is showing off by .2 degrees. There are no true adjustments for camber onthis vehicle, and a small variance is always to be considered for rackcompensation. This is why the ranges are usually within 1-2 full degrees.Furthermore; bumps, potholes, curbs, etc. can all affect an alignment. Thesewould not be radical enough to cause a hard pull to the left, nor would this belife threatening. ·        
The power steering pump was not seen to be an issue at the time of inspection. This was also brought up at the time that itwas brought back in, after the morning of 9/13/15 that Mr. [redacted] describes. Unfortunatelyat 188,062 miles, it is possible that factory original power steering pump didindeed fail and caused a leak. There is no indication that this was caused as aresult of transmission replacement, opposite of the power steering pump anddrive accessories.  We are willing to examine histransmission for him, again, and would even recommend that another one of ourshops perform the exam.  This way we havea fresh set of eyes looking at the vehicle to ensure that we have not overlookedsomething. Again, Mr. [redacted] has a 12 month/ 12,000 mile nationwide warranty. Weare willing to reimburse him the $60.22 for the alignment, as it appears those2 areas are minutely out of alignment according to the report provided and wewish to keep Mr. [redacted] as a good customer. We will have to decline the requestof the power steering repairs. While it is frustrating that we were unable to provide this repair for him, however, the cause of the leaks at the pump are due to age and mileage, not to the transmission repairs.                 
We appreciate your time and attention to this matter. Should you have anyfurther questions we request that you contact us directly. Thank you.
 Sincerely,  

Sun Devil AutoStore Supervisor

To Whom It May Concern,                 We have reviewed the complaint by Mr. [redacted] and would like the opportunity to discuss this matter further with him. We take our customer’s concerns very seriously and...

have not yet had the opportunity to resolve this at a corporate level. However, in this complaint Mr. [redacted] has requested that we not contact him under any circumstances. We would like to request that he contact our customer service department at his earliest convenience to discuss this matter further at ###-###-####.                 We appreciate the time and concern placed on this matter and look forward to hearing from Mr. [redacted] soon. Thank you.   Sincerely,   Montgomery L. M[redacted] Sun Devil Auto Store Supervisor

Revdex.com REF #[redacted]

To whom it may concern,

On July 5, 2013 Ms. [redacted] brought her Grand Caravan to our Main St

location to have several concerns addressed on her van. She was having issues

with the vehicle not wanting to start, and with the vehicle’s temperature

controls. We examined the vehicle and found that the fuel pump was losing fuel

pressure intermittently was losing fuel pressure, the temperature control

assembly was faulty, and we made a recommendation to replace the spark plugs,

ignition wires, and fuel filter as per maintenance on the vehicle and that it

was also due for a fuel injection service and engine decarbon. Ms. [redacted] gave

them approval to move ahead with repairs. Upon completion of repairs, and

assuring that the vehicle was running properly, we also found that there was a

problem with the Anti-Lock brake system. It was determined that the ABS control

module was faulty. We quoted Ms. [redacted] on a new unit, but this was not in her

budget. We then offered a used component at a highly discounted amount and

offered to install it at no charge to ensure that she had safe operation of her

brake system. Ms. [redacted] agreed to this and we proceeded with repairs. Because

we had to wait for the brake module to arrive it took us approximately 72 hours

to complete this repair. Upon completion we took the vehicle for a test drive

and felt that the vehicle was ready for delivery. Ms. [redacted] came to pick her

vehicle up and make payment.

Shortly after Ms. [redacted] returned and stated that her gauges were not

working properly. We offered to examine the problems. It was discovered at this

time that the temperature controls were not operating as intended. Upon further

inspection we found that the body control module on the vehicle was faulty.

Because of the fault in the temperature control assembly previously, we were

unable to continue testing. Unfortunately, the problem in the body control

module was intermittent and did not present itself upon initial inspection. We

agreed to replace the module at no charge to Ms. [redacted] due to the confusion

and in attempt to keep her as a good customer. The module was not available

through local distributors and was a special order item. We tried every local

resource, unfortunately, there were none available. The manufacturer told us

that the module was 10 business days (approximately) out for delivery. We

relayed this to Ms. [redacted] and informed her that we would call her when the new

module arrived. When the module arrived, we replaced it; programmed it and then

test drove the vehicle again to ensure that all problems had been addressed. We

found that the blower motor was faulty and agreed to have her pay for the part,

and we would install the component free of any labor charges. Ms. [redacted] agreed

and we proceeded with the work. Upon completion we tested all systems again. We

felt that the problems had sufficiently been addressed and so we released the

vehicle to Ms. [redacted].

Approximately 2 weeks later, Ms. [redacted] brought her van in and stated that

she was having problems starting the vehicle. She felt that the problem was

with the fuel pump. We examined the vehicle and attempted to start it several

times and found no problems. We informed Ms. [redacted] that we had not found any

problems with the vehicle and again had her come pick up here vehicle. We did

not charge her for diagnostics and informed her that we were unable to find any

concerns with her vehicle. Ms. [redacted] picked up her vehicle.

A few days later Ms. [redacted] had her vehicle towed in to the store stating

that the vehicle would no start. Upon examination it was determined that the

fuel pump needed to be replaced under warranty. We replaced the fuel pump and

no further problems were found. Ms. [redacted] picked up her vehicle later that

day.

The last time we have seen Ms. [redacted]’s vehicle was on that day, August 14,

2013. Since this time, we received the previous letter from the RevDex.com and we immediately made an attempt to contact Ms. [redacted] and work to

resolve her concern. We went through each of the items, line by line, to make

sure that all of us were on the same page as to what components were replaced

and that only one of the components was not a new part. This was replaced with

a used part, as per her request. We offered to reimburse Ms. [redacted] for her tow

bill and even offered her a year of free oil changes, not to “buy her off”, but

to attempt an offer in good faith for her inconvenience. It was at this time

that Ms. [redacted] informed us that she no longer has that vehicle. We also, have

not yet received the invoice for the tow bill from Ms. [redacted]. We feel that we

have attempted to resolve this claim to the absolute best of our ability. Ms.

[redacted] has demanded that we provide her with invoices; however, it is not

industry standard or requirement to do such as it contains sensitive account

information, and private trade information. If Ms. [redacted] had concerns with

what she paid for, this should have been brought up at the time of installation

and prior to her having sold the vehicle. We apologize that we have been unable

to resolve this matter at this time. We encourage Ms. [redacted] to contact us

directly as we felt that this matter had been resolved. We thank you for your

time and attention to this matter. If you have any further questions, please

feel free to contact me directly. Thank you.

 

Sincerely,

Store Supervisor

Sun Devil Auto

Mr. [redacted] brought his vehicle in stating the check engine light was on and the idle was surging. Upon inspection and diagnoses we found that the vehicles had such a bad power steering fluid leak that the fluid eat away the plastic coating on the wiring to the ECM/on board...

computer and the internal wires were touching each other. Mr. [redacted] saw this with his own eyes; we told Mr. [redacted] at that time the sooner he fixed that problem the better. When bare wires are touching each other and possibly other parts of the vehicle you run the risk of shorting out electrical parts. We informed Mr. [redacted] at that time there is a chance that the vehicles ECM/on board computer may have been damaged but until the wiring is repaired we would be unable to determine that. We gave Mr. [redacted] an estimate to fix the fluid leak and wiring harness and he authorized the repair at that time.

Once the repairs were complete we found that the ECM/on board computer was damaged from the shorted wires. We called Mr. [redacted] reminding him of the earlier conversation telling him there was a chance the ECM/on board computer could have been damaged and we gave him an estimate at that time for the addition repair, he declined the repair and picked his vehicle up.

Mr. [redacted] called our corporate office and wanted to speak to someone regarding his service he had received. I spoke to Mr. [redacted] at great length; he described the situation in great detail. He acknowledged that he was informed there was a chance he would need additional repair at the time he authorized the repairs but felt since the symptom was different that we must have improperly installed the wiring harness and caused damage to the ECM/on board computer. I told him I would review the matter and call him back. After talking to [redacted] the location store manager and the tech that performed the repairs I called and spoke with our companies head Diagnostic Tech and trainer.  I gave him the details surrounding the repair and told him that the customer felt that we had improperly installed the wiring harness.  He walked me through the process of installation as well as the associated wiring diagram.  In fact the harness was installed properly.

I called Mr. [redacted] and reviewed my findings, he asked a lot of questions and I did my best to answer all of them.  But Mr. [redacted] was still frustrated by the matter so I offered a resolution, I offered to do the repair and a greatly discounted rate, he declined my offer. Mr. [redacted] told me he has wide understanding of electrical system do to the nature of his job and even though I was able to defend our position he wanted us to repair his vehicle at no charge to him. I asked him how it was possible for him to still feel that we are responsible for the fact the vehicle needed additional repairs, he said “it doesn’t matter, I have a different symptom than I had before and that’s all I have to say to the Revdex.com or anyone else that will listen”.

At Sun Devil Auto we take great pride in treating all of our customers fairly and I believe that we have regarding this matter. Prior to authorizing the repairs Mr. [redacted] knew that there was a chance the vehicle may need addition repairs. I reviewed Mr. [redacted] complaint in great detail and have no doubt we acted in Mr. [redacted] best interest and repaired his vehicle properly. Since Mr.[redacted] has taking it upon himself to repair his vehicle it took away any reasonable chance of a resolution and we feel that no further action should be taking regarding this matter.

If you have any question you can contact me at [redacted].

Sincerely,

[redacted]

General Manager

Customers' situation exploited and taken advantage. Vehicle not working, young female, not from the area. The initial quote was $1100 to replace a distributor and spark plugs. My daughter said no to this and yes to replacing the distributor. She is stuck, trying to finish and graduate school, and of course money is an issue but she needs to have the car to return home to California after graduating. Ripe for a disreputable company to overcharge for parts. When I called after receiving the news I called and spoke to Dustin who said the $484.28 cost for the distributor was wholesale. Prior to calling I found the part for a range of 129 to 170 dollars on the internet. The dealer direct cost would be $375.61. The charge for the part is excessive. It would cost less in California where cost of living is much higher. I can go on but I will put my frustrations out on the internet, their website and any place else possible to bring their unscrupulous business practices out in the open. Once my daughter leaves we will not even be able to return the car if this proves not to be the solution. It is companies such as Sun Devil Auto who make a bad name for the automotive service industry.

This is a complaint I left with the Revdex.com where there were many others. It is unfortunate my daughter and I had to fall into this spiders web and get caught up. I write this in hopes to prevent others from being ripped off by these thieves. I work hard for my money and for it to be stolen in this manner is frustrating. The A+ rating with the Revdex.com is misleading. Go there and read for yourself. They also try to make themselves look good by responding with words as if they truly are concerned. But you will see how many times they have to do that which leads me, at least, to believe that it is all lip service and they will continue to rip the public off as long as we allow them too. Stay away from here and make your friends and family stay away also. I would leave no stars and lumps of crap pictures if possible, alas one star is required in order to post.

Our store manager contacted Ms.Byarlay and had her bring her vehicle in to be re- inspected. We re-flushed the

cooling system, inspected the cooling system for any leaks, and steam cleaned

the engine to remove any coolant that had leaked from the thermostat hose being loose.

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We were able to take care of and satisfy Ms. Byarlay, and we apologize for the inconvenience that we may have

caused. We appreciate her understanding and working with us and hope that we

may earn her trust and her business in the future.

 

 

General Manager

This is a

response to Revdex.com Complaint ID # [redacted]Dear Mr. [redacted]:Thank you for

your response.  However, your intentional

mischaracterization of my personality and blatant omission of a long list of facts

is startling and is quite enlightening especially considering the fact (fact #1

below) that I have been a long time loyal customer of Sun Devil Auto over the

last 8-10 years.  Your refusal to honor

your customer satisfaction guarantee and stunning attempt to attack my

credibility as a loyal customer is difficult for me to accept.  So, for the sake of the record at Revdex.com, I want

to take a few moments and succinctly write out all the facts related to my

story and will reiterate my requests in summary at the conclusion of my

response letter below.Fact #1:  I am a long time customer of Sun Devil Auto

and have had at least 5 vehicles serviced at one of your east valley locations

over the last decade. I am estimating that I have spent $15,000 to $20,000 at

Sun Devil Auto over the last 8-10 years. As a longtime customer I have had a

very friendly, congenial, and healthy relationship with [redacted] and [redacted]

over the years. (all managers at the Val Vista store)Fact #2: Within

hours after taking my van back, and over the course of several weeks after my

transmission repair and drivers side axle replacement, I physically made 3 or 4

visits in person to the Val Vista store in addition to 5 or 6 telephone

conversations that I had directly with [redacted] concerning all of the issues I have

indicated in this complaint.  Your letter

implies a lack of communication and awareness which is not true.Fact #3:  I received the van back from Sun Devil Auto after

a transmission repair and drivers side axle replacement with a hard pull so

strong that the wheel had to be held firmly at 10-12 degrees just to drive the

vehicle straight. Sun Devil Auto had my van for 48 hours and performed an

alignment that did not correct the problem.Fact #4: The

day I picked up the van was when you were at the customer counter for the first

time and after a friendly greeting and exchange between [redacted] and I, you intervened

and firmly informed me that the transmission was in spec, that there were no

fault codes, and that the transmission had no issues. This was in direct

opposition to what I had indicated to your staff on 7-8 occasions. I chose not

to argue with you at all as there were other customers at the counter at the

time and that is when I mentioned that I would contact management to discuss my

concerns further as you made it apparent that your decision had been made and

that you were unwilling to listen to my long list of complaints with the

transmission.Fact #5: Before

taking my van to Sun Devil for a transmission repair there were absolutely zero

leaks or stains on my garage floor where I park the van nightly.  After taking ownership back of the van from

Sun Devil, I began seeing 3 different leaks and stains on my garage floor

within 24 hours. Fact #6: The

next morning after receiving the van back from Sun Devil the van started making

power steering noises on cold startup.  I

drove the van to Auto Zone where a clerk looked under the hood and pointed out

to me that the power steering reservoir was completely empty.  I purchased a bottle of power steering fluid

and poured it in and within minutes the PS whining stopped.Fact #7: The

rebuilt transmission that was installed in my van (as communicated on 7-8

occasions as indicated above) shifts rough, slips, hunts, lugs, leaks, and

causes RPM’s to race when climbing.Fact #8: When

climbing, the RPM’s spike and the engine races before the transmission finally locates

a cruising gear to settle into.  Fact #9: When

descending (e.g. from Flagstaff on the I-17) the engine races and the transmission

is unable to shift up/down without manual intervention causing RPM’s to spike

and forcing cruise control to be immediately revoked. Fact #10: When making

a quick stop (at a yellow light for example) the transmission slips and hunts

for a lower gear and lugs a bit before shifting hard and settling into gear

without stuttering further.Fact #11: When

driving in stop and go traffic, the transmission shifts up/down “searching” for

a gear causing the van to lug and stutter.Fact #12: I

took the van to [redacted] to have the Alignment inspected and fixed (since

Sun Devil was unable to do this competently) and to have the Power Steering

inspected to make sure that no damage had been incurred. Never at any time did I

request nor did [redacted] do a transmission inspection.Fact #13: After

multiple visits to [redacted] (alignment) and 4 separate visits to [redacted] (tires) I have been advised by multiple mechanics that the hard pull to

the left that remains after 3 alignments and a set of 4 brand new tires is in fact

called “torque steer” and may be connected to the driver’s side axle that was

replaced during the transmission service.Based on the robust

list of issues and comprehensive facts that I have conveyed to Sun Devil Auto

personnel on many occasions both in person in store #** and on the telephone

with the store manager, and have carefully documented yet again in this 2nd letter, I am hereby reiterating the summary of my requests from Sun Devil Auto:Full Repair and/or replacement of rebuilt transmission

(or) a full refund of the cost of invoice ($3,330.76) so that the

transmission can be replaced at a non-Sun Devil transmission shop and/or Extension of the Sun Devil transmission warranty to 3

years/36,000 miles Reimbursement of $60.22 paid for Alignment at

[redacted] on 10/5/2015Reimbursement of $310.19 paid for Power Steering

repairs at [redacted] on 10/5/2015Replacement of driver’s side axle with a Honda part (or

allow me to pay the difference from the aftermarket axle that you

installed versus a Honda certified axle) in a best effort to eliminate the

torque steer that began after Sun Devil replaced the axle during the

transmission replacement.As a longtime

customer, I am once again asking you as a corporation to stand behind your

brand, to honor your customer satisfaction guarantee, and to credibly stand

behind your products and labor to diligently resolve the root causes of the

issues described here.Thank you for

your careful consideration of this matter.

See attached letter
To Whom this May Concern,                On October 17, 2015 Mr. [redacted] brought his 2001 Plymouth Voyager to our Tempe repair facility to have us check his vehicle for failed emissions due to a check engine light...

illuminated on the dash. Mr. [redacted] stated that the light had been on for some time and that he was considering whether he was going to repair the vehicle or get rid of it. We offered to examine the vehicle for him and to diagnose his problem. Mr. [redacted] agreed to have us check his vehicle and we proceeded with diagnostics. Upon Inspection we found that 2 codes present in the computer. A P0740 – TCC open Circuit or Fault, and a P0700 – Transmission Control Internal Fault. The diagnostic process for the P0740 code is as follows:1. Check TCM (Trans Control Module) for codes P0750 or P1754 to be present. If codes do not exist proceed to Step 2. Codes did not exist.2. Record all DTC’s and one trip failures. Clear DTC’s and drive vehicle again. Drive vehicle in 4th gear at light throttle (50 mph) for 10 seconds, then close throttle (release throttle pedal) and repeat 2 times more. If no TCC engagement, proceed to step 4. No TCC engagement3. Skip This Step Due to Step 2 findings4. Check fluid level and correct if low. If fluid level is not low, replace Transmission Solenoid Pack and retestThe Diagnostic process for the P0700 cannot be performed if the transmission solenoid pack is faulty.  A faulty solenoid pack can cause both of these codes to exist.                 We called Mr. [redacted] and inform him of the items we found and made the recommendation to replace the solenoid pack and to replace the transmission fluid. The Transmission fluid replacement was due to the fact that the fluid was dark in color and it appeared as though the fluid had not been properly serviced in some time. We also informed him that we found an issue with his starter as the vehicle would intermittently not crank. Mr. [redacted] stated that he was aware of the starter problem and only wanted to repair the items related to the transmission and the engine light. We agreed to perform the repairs and re-test afterwards. Mr. [redacted] agreed and we proceeded with repairs.                 Upon completion of the approved services the technician test drove the vehicle again and confirmed that there was proper TCC engagement and that no further codes existed and that no further problems could be found at that time. The technician confirmed that at that time, the transmission was operating properly and that no codes had returned. We attempted multiple key starts and test drove for several miles to ensure that the vehicle had time to perform the drive cycles necessary to test the systems. No further problems were found and Mr. [redacted] came to pick up his vehicle. At the time that he picked up, Mr. [redacted] was informed that no further problems were found at that time, but that he should return if the light comes back on, or if he has any further concerns. Mr. [redacted] agreed and came to pick up his vehicle. Mileage at this time was 100328.                On October 24, 2015 Mr. [redacted] returned with a check engine light again illuminated on the dash. Upon inspection we found that the P0700 code had returned and that the transmission was reading high temperatures. We recommended that we have our transmission department examine the vehicle for mechanical failure that could be causing the code to return, but that it could have internal damage due to the previous failure. Mr. [redacted] agreed and we had the vehicle delivered to our transmission department. Upon inspection they found that the vehicle had metal particulate in the new fluid and that the transmission did indeed have an internal mechanical issue. It was recommended at that time to remove the transmission, disassemble it, and inspect for internal damage. Mr. [redacted] declined this diagnosis and stated that he would come pick the vehicle up. We delivered the car back to our Tempe location and Mr. [redacted] picked his vehicle up. Mileage at that time was 100422.                 We feel that we have acted in Mr. [redacted] best interest. Based upon the diagnostic codes and operations for diagnosis, we made repairs based upon the symptoms and found conditions at the time of initial diagnostic. Mr. [redacted] was also informed that there may be other items and to return if the code returns for a free re-inspection, which he was given. We understand the frustration of having vehicle concerns, even after having spent money previously. We attempted to help Mr. [redacted] by only recommending the items that could be found at fault at the time of inspection, and nothing more. We are more than willing to work with him on his current repairs and prepared to assist him in the best ways possible to make his repairs within his budget. We appreciate your time and attention to this matter. If you have any further questions please feel free to contact us directly. Thank you. Sincerely,Montgomery L M[redacted]Sun Devil AutoStore Supervisor

To Whom this May Concern, On October 8th, 2014, Mr. [redacted] brought his 2005 [redacted] to our [redacted]repair facility for an engine diagnostic. Mr. [redacted] had stated that his enginelight was on, that the vehicle was stalling out after 3,000 rpm's and asked usto...

please advise him on repairs. [redacted], his service advisor, explained that adiagnostic would be required to determine the problem. The amount of thisdiagnostic was $105.00. [redacted] explained that in some instances the diagnosticwould be applied towards repairs, but ultimately the amount of time investedand difficulty of the diagnosis would dictate this. The technician spentseveral hours performing ohm tests, test drives, watching engine data, checkpowers, grounds and wiring connectors, and determining that the vehicle was inneed of a new camshaft position sensor. Mr. [redacted] was called and told the priceof the repair. This price was for the repair only and the diagnostic was anadditional charge. The vehicle was completed and Mr. [redacted] was called to pick uphis vehicle. Mr. [redacted] arrived and questioned [redacted] about the diagnostic charge.[redacted] explained that the technician had spent quite a bit of time diagnosing hisvehicle and that he felt that we were entitled to this charge. Mr. [redacted] paidfor the fee and the repairs and left our facility. Since this time we have had no further communication with Mr. [redacted] outside of thecommunication with the Revdex.com. We have attempted to contact Mr. [redacted] to resolvethis matter. We would like nothing more than to resolve this matter with him.We would request that he contact us directly so that we can come to an amicableresolution. We were surprised that Mr. [redacted] did not attempt to speak with thestore manager or with our customer service department before using this avenuefor resolution. We are positive that in speaking with him we can reach anagreement that would benefit us both.  We appreciate your time and attention to this matter, and we hope to hear from Mr.[redacted] soon so that we can bring a speedy resolution to this matter. We willcontinue to update the Revdex.com as we seek a resolution. Thankyou. Sincerely,[redacted]Sun Devil AutoStore Supervisor