Sun Devil Auto

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,

To Whom this May Concern, On April 10, 2014 Ms. [redacted] brought her vehicle in to ourRay Rd Facility for an oil change on her 2006 Toyota Prius. This was the firsttime we had seen this vehicle for any type of service. Her mileage at that timewas...

131329. On October 11, 2014 Ms. [redacted] brought her vehicle in to ourMcDowell Rd facility for an oil change. At that time we found that her waterpump was leaking and made recommendations for replacement. Ms. [redacted] declinedand requested that only the oil change be performed. Her mileage at that timewas 143149. On April 10, 2015 Ms. [redacted] brought her vehicle, onceagain, to our Ray Rd. facility for an oil change. It was noted that when shearrived that there was no oil on the dipstick. Ms. [redacted] was made aware ofthis. Her mileage at that time was 152711.  On June 25, 2105 Ms. [redacted] brought her vehicle back to ourRay Rd facility for an oil change. It was noted at that time that the waterpump was still leaking, and getting worse, the serpentine belt was starting tocrack, the air filter was dirty, and the cabin air filter was dirty. Ms. [redacted]again declined the work and left our facility. Her mileage at that time was155823.  On August 18, 2015 wereceived a call from Ms. [redacted] stating that her car had broken down on thefreeway and that she had it towed to [redacted] Toyota in Mesa. She was told bythe service advisor there, that the vehicle had a bad hybrid battery, but thatthe gas engine had locked up. It appeared as though the gas engine had locked because“the oil filter fell off the car”. Ms. [redacted] had called us to inquire as towhat our intentions were to help her. The service advisor explained that hewould have to consult with someone higher up and get back with her. Ms. [redacted]later spoke with the manager of the Ray Rd. Facility and he informed her thatwe would need to send someone out to inspect the vehicle and we would be intouch once that happened. The manager then spoke with the service advisor atToyota to inquire about what had happened. He explained that they weren’t surewhat had happened but that the vehicle had a locked up engine and that the oilfilter was missing. We scheduled a time to have the vehicle inspected.  On August 21, 2015, our mobile diagnostic technician and Iarrived at [redacted] Toyota to examine the Toyota Prius. Upon arrival we metwith the service advisor and requested to inspect the vehicle. We were ledoutside to the parking lot near the service bays and shown the car. Werequested to have the vehicle placed on a lift so that we could examine theunder-chassis and see what extent of damage there was to the vehicle. Theadvisor was somewhat hesitant on this, but stated that he would return with thekeys “in a bit”. We performed the initial under hood examination. The engineoil was to the “full” mark when examined and it had fresh and clean oil in it.The service advisor returned and handed us the keys and said “Here you go.” We,again, inquired as to getting the vehicle placed on a rack for examination. Theadvisor was still hesitant, and then stated that we could see Jim, their mastertechnician, in the shop and he’d help us out.  The advisor then had the technician come outto the vehicle, and with the help of a few others, they pushed the vehicle into the service bay and hoisted the vehicle into the air for examination. Our technician and I both observed that there was oil downthe under-chassis, but not in the immediate area of the oil filter. The oilfilter was missing from the vehicle, with no damage to the threads. We inquiredas to why the vehicle had oil in it, and the technician stated that they hadfilled it recently “just to see if it was low and would resolve the issue.” Wewere unable to engage the motor as the hybrid battery is faulty and will notallow the vehicle to operate as the synergy drive will not properly engage witha faulty hybrid battery. This will also disengage the gas motor and not allowthe vehicle to run. We took pictures of the under-chassis and left thedealership. We contacted [redacted] and inquired of them if any problems haddocumented with the oil filter that was used on this vehicle, and no suchissues were found. [redacted] has had no problems at all with this filter, andstated that without the filter off of this vehicle that there could be nodetermination made of fault. However, based on the fact that there is no damageto the threads of the filter adapter, the likelihood of the filter falling offthe vehicle was almost none. The mileage currently on the vehicle at time offailure was 157669. It was also concluded that after 1846 miles the filterfalling off the vehicle was also very unlikely. If there had been a problemwith the filter or the installation thereof, the filter would have had issuesmuch sooner, not close to 2,000 miles after installation. Oil filters will gettighter with expansion from heat at the engine, versus getting looser. This iswhy an oil filter is hand tightened at installation, but requires a filterwrench to remove during the oil change. The natural expansion of the metal withheat causes the filter to tighten against the threads. Furthermore, the waythat an oil filter works is that oil is pressurized into the filter via theadapter which the filter threads onto; the oil is then forced back into themotor around the sides of the filter after passing through the filterparticulate. If an oil filter were to come off a vehicle while running, the oilwould be forced straight back against the motor initially, then straight downand out as the filter comes off. There is no immediate oil in the area of thefilter, indicating that the vehicle was started and ran without a filter,versus the filter coming off while driving.  Ms. [redacted] called us back the following Monday and we spokewith her in regards to this issue. We explained that we were not willing toaccept liability for the damages due to the facts and findings at hand. Weexplained that with the lack of damage to the threads, the vehicle being filledwith oil upon our arrival, the lack of maintenance previously and prior to thevehicle, the findings with Toyota, and the fact that we have no oil filter toexamine on the vehicle that we could definitively state that the problem was asa result of service provided by Sun Devil Auto. We also stated that had therebeen an issue with the oil filter as previously thought by Ms. [redacted], therewould have been signs that this was transpiring. She would have seen oil leaksand oil spots prior to the supposed oil filter failure. The oil light wouldhave illuminated as the level began to get low. None of these factors came into play prior to the date of failure. We also, again, stated that if theproblem had rested with the work we performed, it would have failed within thefirst 100 miles or less, not 1846 miles later. Ms. [redacted] was unhappy with thisanswer. She stated to us that Toyota clearly stated that we had installed theoil filter incorrectly and this resulted in her oil filter falling off. Shestated that she witnessed the oil filter coming off her vehicle, but did notretrieve it to bring it as evidence. When I inquired as to why Toyota wouldthen fill her engine with oil without first assuring that the oil filter was inplace to “check and see” if there was damage, Ms. [redacted] stated that thedealership had informed her that it was impossible for the filter to just falloff like that and she likely had a different issue. We have attempted to act in Ms. [redacted]’ best interestthroughout all of this. We performed our due diligence by going to examine thevehicle, and involving the parts manufacturers in attempting to help us resolvethe issue as well. Given all the facts at hand, we believe that there are othermitigating factors that led to Ms. [redacted] issues. We have done multiple oilchanges, at varying mileages, with no issues.  With the lack of damage to the threads, thefact that there is fresh and full oil in the motor at time of examination, thelack of oil filter, and the explanations given by the dealership we do not feelthat the issue was caused by the services provided almost 60 days and 1846miles previously.  We appreciate your time and attention to this matter. Shouldyou have any further questions, we request that you contact us directly. Thankyou.  Sincerely,[redacted]Sun Devil AutoStore Supervisor

Mr.

[redacted] brought his 1997 Toyota Corolla into our Thunderbird location on May

6th 2013. He requested us to check a vibration, brakes, and a leak that he had

been experiencing with his vehicle. 

As a

result of our inspection we recommended the...

replacement of the engine mounts

for the vibration, a wheel bearing due to it making noise and the power

steering pressure hose for the leak. The spark plugs and ignition wires were

recommended as maintenance items. The vehicle did not need brakes at that time.

 Mr. [redacted] approved the work and the repairs were performed. 

 

On

Nov. 12 Mr. [redacted] returned again for a vibration with the vehicle.  We replaced the engine mounts under our 12

month/12,000 mile warranty at no charge.  

 

In

December I spoke with Mr. [redacted] and went over all the items that we repaired

on his vehicle. He expressed to me that he was not satisfied because the power

steering had a leak and it was noisy.  I asked him to return to our

facility for us to take a look at his vehicle. Upon that inspection we did find

the power steering pump leaking.   We

replaced the power steering pump at no charge to Mr. [redacted] per his

satisfaction, which was a $380.00 value. 

 

After

the repairs Mr. [redacted] personally called my office and thanked me for the

customer service and that he was satisfied and would return as a future

customer. 

 

It

is unfortunate that Mr. [redacted] is not happy with our service, but we feel

that we have gone far beyond what our obligation was to him in an effort to

retain him as a future customer.  We feel

that a refund is not warranted at this time. 

If you have any questions, please feel free to call me at 480-491-4210.

 

Sincerely,

 

General Manager

I've been going to Sun Devil Auto for 26 years now. little bit over a month ago I took my truck in. I had to get my keys so I can get some property out while they were still working on my truck well they were closed when I returned so I kept the keys when I came back in with my other car to get some repairs done I found out truck stolen. They didn't notify me or the police and now they don't want to do anything about it.

When I got my other car back I found out that they didn't do a final test drive then give me a report my Durango still has problems and they stripped one of my lug nuts.

After 26 years of being a loyal customer

THE EVENTS AS STATED ARE CORRECT ACCEPT YOU MANAGER LEFT OUT A FEW THINGS..... LIKE WHEN I FIRST WENT TO PICK UP THE TRUCK THE ENGINE LIGHT WAS STILL ON. THE MANAGER CLAIMED IT WAS FOR A DIFFERENT REASON AND HAD IT RESET. SEEM LIKE TO ME IT SHOULD HAD BEEN CHECKED BEFORE RELEASE TO THE CUSTOMER. ON THE SECOND OIL LEAK HE QUOTED ME ONE PRICE AND WHEN I REFUSED HE LATER CALLED ME BACK AND OFFERED A DIFFERENT PRICE SAYING HE MIS-QUOTED THE SECOND REPAIR. iF THAT DOESN'T SOUND LIKE A SWINDLE I DON'T KNOW WHAT DOES. WE FIXED THE LEAK OH ITS LEAKING SOMEWHERE ELSE AND IT WILL COST MORE OH WE MIS-QUOTED YOU......GET THE DRIFT.
MY ISSUE IS WITH TRUST, A MECHANIC SHOULD BE ABLE TO FINE ONE OR ALL THE LEAK IN A OIL SYSTEM NOT MAKE THE CUSTOMER BRING IT BACK. ALL I DID WAS DRIVE IT HOME AND LET IT SIT TO FIND THE SO CALLED SECOND LEAK.  SO AT BEST THEY ARE POOR MECHANICS, AT WORST THEY ARE RUNNING SOME PRICING SCAM. EITHER WAY, NEVER GOING BACK. DON'T WANT A DISCOUNT DON'T EVEN WANT IT FOR FREE. THEY ARE JUST BAD NEWS. THIS COMPLAINT WAS SO OTHERS CAN SEE THE ISSUES AND MAKE UP THEIR OWN MINDS ABOUT THE QUALITY OF WORK DONE THERE.
THANK FOR YOUR TIME. I CONSIDER THE ISSUE CLOSED.

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

November

19, 2014RevDex.com[redacted]

###-###-####

/ ###-###-####RE:

ID#: [redacted]

 

I have reviewed this matter very closely and it is very...

apparent there was a lack of communication between the manager and his assistant. We don’t do unauthorized repairs but in some cases it is necessary to put a part on for testing and when Mr. [redacted] picked up the vehicle the assistant manager who was not working with Mr. [redacted] released the vehicle unaware test parts were on the vehicle. When the store manager discovered that had happen he called Mr. [redacted] asking him if he could return so we could remove the test parts from the vehicle, Mr. [redacted] agreed. We never heard from Mr. [redacted] again until we received his complaint.

 

I would like to address a few of the statements made in Mr. [redacted]’s complaint. The estimate giving to Mr. [redacted] was a fair estimate using high quality parts and at fair market prices. Mr. [redacted] is trying to compare our pricing to what he can buy parts for online and that is an unfair comparison. When you price inexpensive parts at whole sale pricing you will always find a better price online. We are not wholesaling parts; we are a complete automotive repair facility offering high quality repairs, not just shipping a part to him straight from the manufacture. We employ top quality technicians, top quality equipment and warranty on not only the part but we warranty the labor as well.

 

Mr. [redacted] agreed to return the test parts to us and that’s what we were trying to hold him to by calling and following up with him. If he would not have agreed to return those parts we would have not called him back and accepted the loss due to the communication issue between our employees. At this point we will no longer expect Mr. [redacted] to return the parts in question and conceder this matter closed and no further action is recommended regarding this matter.

 

If you have any question you can contact me at ###-###-####.

 

Sincerely,

 [redacted]

General Manager

02-19-14

 

I have been in contact with Ms. [redacted] and we have come to a

satisfactory resolution.  We consider

this matter closed and look forward to Ms. [redacted] being a continued customer of

Sun Devil Auto in the future.

/>

 

If you have any questions, please call me at 480-491-4210.

 

Sincerely,

 

Store Supervisor

January 23, 2015Revdex.com4428 N. 12th StreetPhoenix,AZ 85014###-###-#### / ###-###-####RE: ID#:[redacted] We would like to come to a reasonable resolution regarding this...

matter with Ms. [redacted] with customer service/satisfaction in mind.  However we are not responsible for the problem Ms. [redacted] is having with the oil pan on her vehicle. The vehicle is over 12 years with over 69,000 miles and has an aluminum oil pan with aluminum threads for the drain plug. Time and age is the largest contributor as to why the threads failed in the oil pan. In older model vehicles, the aluminum oil pans along with the threads were aluminum. In newer model vehicles, they now have metal inserts for the treads because of the high failure rate of the aluminum. We tried very hard to explain that to Ms. [redacted] and were unable to do so. On her last visit to our facility we installed an oversized drain plug that went in very easily with no problems at that time and we were left with the impression this matter was resolved and didn’t know it wasn’t until we received her complaint letter. There is a good chance the oversized plug will work for many future oil changes. I would like to offer two possible resolutions to this matter. First, we would like to perform the next oil change at no charge to inspect how the oversized plug is working. Second, we would perform the replacement of the oil pan at a greatly reduced price, for a total price of $169.18 parts and labor. We are notresponsible for the failure of the treads in Ms. [redacted] oil pan, but we do understand that she thinks we are. I would like to come to a reasonable resolution regarding this matter, however, anything beyond my purposed resolution would be unjust and unwarranted.If you have any questions please contact me at ###-###-####.Sincerely,[redacted]General Manager

We took our car in there recently for break replacement. We were quoted a reasonable price but invariably we we're up-sold on everything to point that we should have just bought a new car. I've heard from numerous people of how shady their business practices are at that location. I wish I found this prior to taking it into the shop. This company should be investigated and trust me this isn't hyperbole.

Sun Devil Auto #** Invoice #[redacted]

Went in for a battery not holding a charge and was told the battery was bad and the alternator failed the load test. I had measured the output on the alternator and it was properly charging the battery. So I went to [redacted] and had the battery replaced for $102 and the car is running great. If they would have asked me to come back and look at the load test to see it fail would have been nice. I guess in the high rent area of Scottsdale, you have to do what you have to do to make ends meet.

I went to the sun devil at [redacted] with my car for a check engine light and the staff was real cool . I was a bit nervous being a young female that knows nothing about cars .. and aftspeaking with the manager [redacted] he assured me that it would be ok they test my car tell me exactly what was wrong. and gave me a price that was reasonable for the repair and after about (5) estimates sun devil is the way to go they also have warranty on the work they perform....YAAAAYYY [redacted]

I've been servicing my cars at this Sun Devil location for years and continue to be very happy with the service and extra care they take. Anthony and the rest of the team have been excellent.

Review: Sun Devil Auto #[redacted]

Store Manager

[redacted] Val Vista Drive

Gilbert, AZ 85296

Dear Mr. [redacted]:

As we have discussed at length previously, I am writing this letter to file a formal complaint with the Revdex.com and to express a formal grievance to you and Sun Devil Auto Corporate for performance degradation that has been incurred to my vehicle after a recent service at your company.

• Invoice #: [redacted]

• Date of Invoice: 9/11/2015

• Cost of Invoice: $3,330.76

• Service Provided: Transmission Rebuild (remove, install, and overhaul of Transaxle Assembly)

• Vehicle: 2006 Honda Odyssey Touring

As communicated to you on several occasions, the following performance degradations now exist with my vehicle along with complications that absolutely did not exist prior to the transmission break/fix replacement occurred at Sun Devil Auto:

• During acceleration vehicle shifts up very rough (kicks hard) at the 20/40/52/72/81MPH intervals

• During acceleration/freeway climbing between 60-82MPH vehicle shifts up very rough (kicks hard) and races at very high RPMs before finally slamming into a stable gear at 81MPH

• During deceleration, the vehicle hesitates and downshifts very hard at the 20/40/52 mph intervals

• During deceleration, the vehicle downshifts/slams very hard at 72mph (rolls through the cabin)

• Vehicle lugs when idling or cruising at low speeds

• Vehicle shutters when manual shifting from Reverse into Drive

• Vehicle is hard to manually shift from Park into Reverse when engine is cold

• Vehicle leaks exist on garage floor that did not exist prior to this service

• Driving from Flag to Phx unable to use Cruise Control; RPMs race and vehicle would not shift down

• Vehicle pulled hard left; steering wheel had to be at 9-12 degree angle to the right to drive straight

As you know I returned the van to you at Sun Devil Auto Store #** after bringing these degradation concerns to your attention and after two days in your shop you returned the vehicle to me and informed me that you had performed an alignment and that there were absolutely no issues at all with the transmission that Sun Devil Auto had provided. I was forcefully told by [redacted] at Sun Devil Auto that there were absolutely no fault codes with the transmission and that the shifting was normal. Now, I am not a technician but I can clearly see that although there may be no electrical fault codes being reported there are still a substantial amount of mechanical problems with the transmission that was installed and that clearly exist. Your adamant refusal to listen to me and to my substantial complaints via multiple telephone calls and multiple visits to your store has necessitated this formal complaint.

In addition to the transmission issues that were reported to you above, the vehicle was still pulling hard to the left, a pull so hard that required the wheel to be turned at a severe angle to be able to drive straight. Over the course of a week or two I proceeded to take the vehicle to [redacted] on multiple occasions to try and solve the drive ability problems that you had imposed on my vehicle and after a couple of tire balance/rotation services at [redacted] and still unable to solve for the egregious pull to the left, I took the vehicle to [redacted] on 10/5/2015 and was informed that there were substantial alignment issues with my vehicle. As expected, the mechanics at [redacted] successfully addressed and professionally resolved all of the steering and alignment issues and provided me with some very startling and disturbing facts concerning my vehicle that Sun Devil Auto clearly overlooked and/or was professionally unable to solve. The before/after facts are listed below.



LEFT FRONT

Actual Before Specified Range

Camber 0.00 0.40 -0.5 to 0.5

Caster 2.60 2.60 1.5 to 3.5

Toe 0.00 -0.09 -0.08 to 0.08

SAI 12.40 12.40

Incl Angle 12.40 12.70



RIGHT FRONT

Actual Before Specified Range

Camber -0.4 -0.4 -0.5 to 0.5

Caster 2.50 2.60 1.5 to 3.5

Toe 0.00 -0.10 -0.08 to 0.08

SAI 13.10 12.90

Incl Angle 12.70 12.50



FRONT

Actual Before Specified Range

Cross Camber 0.40 0.70 -0.5 to 0.5

Cross Caster 0.10 0.00

Total Toe 0.00 -0.19 -0.16 to 0.16



LEFT REAR

Actual Before Specified Range

Camber -0.9 -0.9 -1.3 to 0.3

Toe 0.10 0.10 0.00 to 0.16



RIGHT REAR

Actual Before Specified Range

Camber -1.0 -1.0 -1.3 to 0.3

Toe 0.14 0.10 0.00 to 0.16



REAR

Actual Before Specified Range

Total Toe 0.24 0.** 0.00 to 0.31

Thrust Angle -0.02 0.00



On the morning of 9/13/15 the vehicle started making very loud whining noises at startup. Upon driving to Auto Zone it was brought to my attention by a clerk that my power steering reservoir was empty and all the fluid had drained out. I purchased a bottle of Power Steering fluid and filled the container and the whining at startup stopped almost immediately. It was quite obvious to me and to the clerk at Auto Zone that something had happened to the power steering hose(s) to cause the entire reservoir to drain and I firmly believe that this error occurred during the transmission service while the vehicle was under the care of Sun Devil Auto. Returning home I found power steering fluid leaks on the floor of my garage (this van has never leaked before) but there was certainly not an entire reservoir of fluid which was an indicator that this leak/drain had occurred while the vehicle was in your shop for service. I took the vehicle to [redacted] on 10/5/15 and they strongly recommended that the Power Steering Pump be rebuilt and pointed out heavy leaks; this service resulted in a $310.19 expense. Let the record show that Sun Devil Auto had serviced this vehicle for several years and had never once advised me of any Power Steering issues and/or leaks and I believe that they were the cause of this issue as a result of this specific transmission service visit.Desired Settlement: Based on the robust list of issues documented above along with duplicable performance degradation, the installation of incredibly inferior parts along with an alarming lack of technical competence, and most importantly the refusal to listen to the facts presented by a long-standing customer along with the blatant lack of concern for my family’s safety (egregious mis-alignment), I am requesting that you honor your company’s commitment to performing work with integrity and your published customer satisfaction guarantee and tender the following restitution to me immediately:

• Full Replacement of Transmission with extension of warranty to 3 years/36,000 miles (or)

• Full Refund of cost of invoice $3,330.76 so that the transmission can be replaced elsewhere (and)

• Reimbursement of $60.22 paid for Alignment at [redacted] on 10/5/2015 (and)

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

Thank you for your careful consideration of this matter.

Business

Response:

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, [redacted]Sun Devil AutoStore Supervisor

Consumer

Response:

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.

Business

Response:

To Whom This May Concern, Please be advised that our position on this matter has not changed. We have

offered to reimburse Mr. [redacted] for the alignment concern he was having, however

we do not believe that the power steering pump leak was a result of the

transmission work. Mr. [redacted] still has a

full warranty on his transmission and as of yet have been unable to duplicate

his concerns. If Mr. [redacted] has issues with his transmission, he needs to return

to one of our repair facilities to have it examined. If no problem is

determined to be found, there is no corrective course of action. We again, thank you for your time and attention to this matter. [redacted]Sun Devil AutoStore Supervisor

Review: We got a service done at the Sun Devil [redacted] location.

It was brought to our attention that we could get a free oil change, with a windshield replacement.

We got services done totaling $700.

We had told the Service Manager [redacted] that we would be traveling acrossed the country with our 20 month old daughter.

We reached [redacted] and the car started ticking very badly and smoking.

We pulled over and now the car won't move. We are stuck in [redacted] at a hotel. We have to get the car towed the rest of the way home, and figure out how we are going to get home.Desired Settlement: We wanted a refund of all incurred expenses, as we believe that if the promised oil change that they had agree to do as a courtesy was done, that the engine would not have blown up.

We would like to the $700 we spent with them refunded, the cost of the tow $2250 from [redacted] to PA, the cost of engine replacement $2000, and all travel expenses $600 from [redacted] to PA.

Business

Response:

June 19 , 2013 Revdex.com[redacted] RE: ID# [redacted] On May 5th 2013 [redacted] brought a 1995 [redacted] in for a wheel alignment. Upon inspection we found that the pitman arm in the steering was worn requiring replacement before the alignment could be performed. We also found that the drive belt was cracking, the transmission and engine coolant were badly discolored and the windshield was cracked. We gave [redacted] an estimate at that time and he declined the repairs. On June 3rd, 2013 [redacted] brought the vehicle back to have the prior recommended repairs performed. He also mentioned that he was going on a road trip, so we checked all of his fluid levels at that time and they were full. On June 4th, 2013 [redacted] called [redacted] the location manager where the work was performed, stating that the vehicle was making noise from the engine area and he was worried about driving it. [redacted] recommended that he find a certified repair shop and have the vehicle inspected. [redacted] was very upset and was being very vocal. It took several phone calls with [redacted] before [redacted] was in a position to have a civil conversation. Unfortunately [redacted] was unable to convince [redacted] to take the vehicle somewhere for an inspection. [redacted] then called our corporate office and filed a complaint with [redacted] who brought the situation to my attention immediately. I called and spoke to [redacted] at great length and in great detail. In that conversation [redacted] told me we were supposed to change the oil on his vehicle and did not and that the oil was 1.5 quarts low on oil and he felt that because we did not perform the oil change that was the reason he was having problems. I first recommended that he find a repair shop and he refused, I then offered to find one for him and he refused. But [redacted] was demanding for us to rent him a truck and pay to tow his vehicle to [redacted]. I told [redacted] that if we were responsible or caused damage to his vehicle I would be more than happy to help him resolve this matter, but we would need to have someone certified to inspect vehicle (mechanic or technician) find out what happened before I could help him and he refused. So in the hope of helping him I asked his a series of question to get to the bottom of what happened. I asked him when he heard the noise for the first time. He said “I was driving up a very steep hill and the engine RPM’s were way over 5,000 RPM’s” I asked [redacted] how long it had been since his last oil change? He said “two and half months”. I then asked approximately how many miles ago? He said “he had no idea but he doesn’t drive a lot, but had driven 1,000 mile so far on his trip“. I asked [redacted] again how important it was to have the vehicle inspected to find to root cause of the noise he was hearing and by the information provided by him was not pointing to us being responsible or liable. [redacted] than agreed to have someone inspect the vehicle and let me know what they found and call me back. I received the complaint letter from the Revdex.com the following day and never received a call from [redacted]. So I called him and left a message with no return call. Sun Devil Auto takes great pride in treating all of our customers fairly. I tried to help [redacted] every way I could, but what [redacted] wanted was unreasonable. He wanted us to assume responsibility blindly and with the information provided by [redacted] I did not believe we were liable. [redacted] wants to hinge the entire cause of the engine noise on the fact that we did not change the oil in his vehicle. It is very unfortunate that the oil change did not get performed, the oil was full and from [redacted] statement it had be within 3 months and very few miles since it was changed last. By [redacted] account of the situation my professional opinion is that he pushed his vehicle to hard while going up the hill and caused damage to the engine. He stated the engine was running way over 5,000 RPM’s, under a load which is in our opinion what likely caused his engine to fail His unwillingness to have the vehicle inspected made it impossible for us to help him on his trip. Based on this information we do not feel that we have any further responsibility in this situation. If you have any questions, you can contact me at [redacted]. Sincerely, [redacted]General Manager

Consumer

Response:

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.The services that was supposed to be performed, the changing of the windshield, which entitled me to a free oil change did not occur, and whether or not the oil change was the main cause of the problem is irrelevant, because it definitely contributed to the problem that occurred. The oil could not have been full, and the company did not check to determined. They admitted to not providing the service I was entitled, which led to other problems, therefore according to business law must assume liability for said damages. Regards,[redacted]

Business

Response:

July 3, 2013 Revdex.com[redacted] RE: ID# [redacted] claims to have had a problem with his vehicle on June 4th, however he refused to have anyone inspect the vehicle. He then filed this complaint with the Revdex.com on June 5th seeking reimbursement for expenses that he incurred. [redacted] has yet to provide any information to us beyond his own personal feeling regarding a noise he had heard. Our position has not changed regarding this matter. We feel [redacted] has failed to provide any information or documentation that would lead us to believe we are responsible for what may be wrong with his vehicle. No further action should be taken regarding this matter. If you have any questions, you can contact me at [redacted]. Sincerely, [redacted]General Manager

Review: took my car to check the car,was told that I need a transmissin rebuilt,was told will cost me 1900.00,I agreed to do it,took 10 days ,after picking it up noticed that the transmission was not shifting correctly,took it back and took another 7 days to fix.picked up the car and drove the car home and parked in my garage.few days passed and noticed the was leak ander the car,the transmission was leaking.took the car back and they kept it for another week.when I picked up the car and drove home noticed that the damaged the pain job and I called their office and was told to take it to them and they will repaint the damage and they did re paint the damageand they kept the car for another few days , I got the car painted just the few months prior. how ever still had a issue with the transmissin and called them and took the car back to them .I was told that the carburator needs to be rebuilt,so they told me to take it and get it rebuild and I took it some other place and spent 452.00 and after the carburator rebuilt the car did not run good enought.I called the corperate office 3 times for the past two weeks and talked to the office secratery and ask the corp officer to call me back and did not responded back. I want my money back and if they donot then my last option will be taking them to court.thank uDesired Settlement: I like them to refund my $ 1900.00 .they diagnoised that I neede d carburator rebuilt which I did not needed and that cost me $ 452,00 but all I want 1900.00 forthe transmission

Business

Response:

RE: ID#:[redacted]

On October 31, 2013 Mr.

brought a 1973 Ford Mach 1 into our location on [redacted] Road in Tempe

for

a diagnosis. He stated there was a delayed engagement of the transmission going into drive. After test driving

the vehicle and confirming

the complaint we inspected the vehicle.

We found an internal problem

that would require removing

the transmission for further inspection. We called Mr.

with our findings giving

him an estimate of $450 for the inspection which he authorized. After removing

the transmission we were able to determine that

a transmission overhaul was necessary to resolve the issue.

We gave Mr. [redacted] an estimate and he authorized the repair at that time.

After completing the repairs Mr. [redacted] picked up the vehicle on November 9, 2013.

On November 13, 2013 Mr. [redacted]

brought the vehicle in for a diagnosis with symptoms of intermittent no start and an oil

leak. We tried for several days to

duplicate the no start problem

but were unable to; however, we did find engine oil

leaking

from

the drain plug. We replaced the drain plug

gasket and the oil at no charge to Mr. [redacted].

We notified Mr. [redacted] of our findings

and

he picked up his vehicle on November 19, 2013.

On

December 17, 2013 the vehicle was brought in for what appeared to be a transmission fluid

leak.

Upon inspection we found that the tail

shaft seal was leaking

fluid out of the back of the transmission.

We replaced the seal under warranty at no charge to Mr.

[redacted].

The vehicle was completed and picked up on December

19, 2013.

Mr.

[redacted] brought his vehicle to our store on January 7, 2014 with a complaint

that the transmission would not go into 3rd gear. We were initially unable to duplicate the

symptom, however upon further investigation we determined that although the

transmission was operating correctly, the linkage had a lot of play. We found the shift indicator read that

the transmission was in 3rd gear, but was actually in 2nd gear.

When we originally overhauled the transmission we

informed Mr. [redacted] that the vehicle did not have the factory shifter or linkage, which is not uncommon for a vehicle of this style or age, as it is a classic hotrod.

To help Mr. [redacted] we modified the linkage so it would be less likely for Mr.

to

drive the vehicle in the incorrect gear at no charge to him.

On January 15, 2014 Mr. [redacted]

called our corporate office and expressed his unhappiness regarding the problems he has had with his vehicle.

I called and spoke with Mr.

[redacted]. He stated that he felt the transmission was

not functioning correctly and that his paint was scratched the last time he had it at our location. I expressed to him how important it was to us that we help him resolve this matter and if the paint was

scratched while it was in our care we would correct it. He agreed to bring the vehicle back for

inspection.

On January 17, 2014 Mr. [redacted] dropped off the vehicle.

We inspected the scratch on the inner fender area and determined that closing the hood on occasion would contact the fender, thus causing scratches. This was due to the hood spring hinges,

which were weak and required replacement.

As we were unable to determine if the scratches were caused by us or Mr. [redacted],

we had the scratch repaired at no charge to Mr.

[redacted]. We recommended replacing

the hood spring hinges. We suggested he locate them

and

we would then install them at no charge.

After the paint was repaired we then addressed the shifting concern with the vehicle. Mr.

indicated to us he felt like the vehicle had more power prior to the transmission being

repaired. I had

four different technicians drive this vehicle; three of them

are ASE Master Technicians which puts them

at the top level of technicians in the industry.

They have a combined 70 years of experience

between them.

They all determined that there were

no problems with the transmissions performance however;

there was a lack of performance with the engine. The carburetor was running

too lean causing

a lack of performance at all

speeds. We notified Mr.

of

our findings and

he

picked up vehicle on January 25, 2014.

Approximately a week later Mr.

came in and spoke to Dave,

the location manager, stating

he

felt like nothing

had

changed even

after he had a different repair facility rebuild the carburetor.

[redacted] had [redacted], a

technician, go for a test drive with Mr.

to

experience his concern. On that test drive Mr.

was traveling down the freeway at approximately 70 mph and began to accelerate.

He stated “there is no power”. [redacted] determined that Mr.

was not applying enough travel to the accelerator to pull on the detent cable

which caused the vehicle to shift down into the passing gear/2nd gear. Once Mr. [redacted] applied more pressure on the accelerator he was

able to get the acceleration he was expecting.

We were certain

that at that time we had taken care of all of Mr. [redacted]’s concerns and that he

was satisfied with his service. Upon

hearing he was not completely satisfied I tried to contact Mr. [redacted] a few times but have been unsuccessful.

I feel we have always acted in the best interest of Mr. [redacted].

I do understand Mr.

[redacted]’s

frustrations and it is unfortunate he

had

to bring

the vehicle back for warranty repairs. However, Mr. [redacted]’s vehicle is an older vehicle, not all the correct factory parts are available and sometimes modifications

or

adjustments

are needed in order to obtain optimal results.

I feel a refund is unwarranted as I believe we

can work with Mr. [redacted] to resolve this matter. It is my opinion that a minor adjustment to the detent cable could increase the sensitivity of the engagement into the passing gear.

We would ask that Mr. [redacted] bring

the vehicle for the adjustment,

which we would perform at no charge to him.

If you have any question you can contact me at ###-###-####. Sincerely,

General Manager

Consumer

Response:

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.

Regards,

[redacted]The

The paint damaged was done when I took it back, how ever it was their fault not mine, my car was better , may be I did not need it to be rebuilt, I gave them many chances , my car was not leaking before now it is, I want my refund or they can put the old transmission back, cause was better before

Review: On 3/29/2014 I had a 4:00 pm appoitment to have my vechicle serviced. (oil change). I dropped my van off betwwen 3:30 - 3:45 pm. The gentleman behind the counter confirmed my telephone number to contact me when my vechicle is ready for pick up. At 5:30 I had becomed concerned of the time so I tried calling the shop at ###-###-#### and no one answered. when I arrived at 5:45 pm at the shop I can see my van pulled in side everything locked up and no one there. No one ever called me stating my vechicle was ready for pick up and the shop does not re- open until Monday. I have a job to get to and children to school. This is very poor customer service and very dissapoitnted. Sun Devil has been servicing my vechiles for a number of years now. I am very upset. It seems that the quality of service has gone down since [redacted] stepped down from mangement THERE he would have never allowed this to happen.Desired Settlement: Please contact me to resovle this matter ###-###-####

Business

Response:

DearMs. [redacted], On March 29, 2014 Ms. [redacted] dropped her van for an oil change and tire rotation. Her appoint was for 4:00 p.m., but she decided to drop off early and pick it up later. I was the individual that wrote her up at the counter. I took her keys, reconfirmed her cell phone number, and told her we'd be done by 5 p.m. but would call if done any sooner or if we found anything that needed attention. Ms. [redacted] thanked us and left. At approximately 4:50 p.m. the manager, [redacted], called and left Ms. [redacted] a message to call us as soon as possible as we had the oil change finished but had other recommendations and we would be closing in about 10 minutes. We did not hear back from Ms. [redacted]. We waited until approximately 5:20 p.m. before pulling her vehicle back inside, to ensure that it was properly secured for the night. On Monday morning Ms. [redacted] was at our shop prior to us opening and was upset about what had transpired. [redacted] explained that he attempted to contact her to ensure that she was able to pick up her vehicle and even remained at the store well after closing to allow her the opportunity to pick up her vehicle. It is also clearly displayed on our website and on the front doors that we are only open until 5:00 p.m. on Saturday. Ms. [redacted] paid for her service and left. Later that same day Ms. [redacted] called our corporate office to ask to speak with [redacted]'s supervisor. I called her back as promptly as I was able and we discussed the items as they had happened. I apologized for the inconvenience and left that conversation with the understanding that we had worked through the situation, as I was the one she had dealt with directly on Saturday when she dropped off. We understand Ms. [redacted]'s frustrations with not being able to pick her vehicle up. We always try to ensure that all of our customer's experiences are pleasant and hassle free. We feel that we tried to make our best efforts to ensure that Ms. [redacted] was able to pick her vehicle up in a timely fashion. We hope that in having the conversation with her on Monday that she truly does understand that we tried our best to ensure she was able to retrieve her car, and look forward to her continued business in the future.We are sending a voucher for free lube oil and filter to Ms. [redacted] in the hope that she will give us another try. We appreciate your time and attention to this matter. Should you have any further questions please feel free to contact me directly. Thank you. Sincerely,[redacted]StoreSupervisorSunDevil Auto

Review: On May 2nd 2015, I brought my car into Sun Devil Auto ([redacted]) to have my air conditioning repaired. After the manager, [redacted], stated that they had done a full diagnostic, which is listed on the invoice dated 5/2/15 stating, “Air conditioning performance inspection. Electronically test for leaks or contamination. Inspected system components for proper operation. Inspected system belts and hoses. Duct temperature efficiency measurement. “ [redacted] then gave me the quote of $329.83 to repair everything necessary to have my cars air conditioning blowing “Ice cold air” by the time left the shop . Just liken that have listed on their web site "We beat dealership rates, and will make sure you drive home happy".

I gave my ok for them to repair my air conditioning. [redacted] stated that I needed to replace my manifold hoses assembly, to suction and discharge my old Freon and then recharge my air conditioning with new Freon and add a dye to check for any leaks. I also told them that I need my car to be done by 11am because I had very important previous engagements. [redacted] stated that they would have it done by then, which they did.

They told me that my car was ready, everything was fixed and that I would be driving around this summer with ice cold a/c. After it was "fixed" I left the parking lot and drove maybe three miles it starts to blow hot air, not the "Ice cold" air I was promised. Since I was unavailable that weekend I called Sun Devil regarding my air conditioning Monday morning 5/4/15. I spoke with [redacted] again and explained that once I left and drove three miles down the road that my air conditioning was blowing hot air. He told me to bring my car back for them to take a look at. I told them I work Monday through Friday 8am-5pm. [redacted] said that their technicians leave at 5pm. I asked if I could bring my car back for them to take a look at it first thing Saturday Morning 5/9/15 due to the fact that I work during their business hours. [redacted] said that was perfectly fine with him.

On Saturday 5/9/15 I brought my car back into Sun Devil and spoke with [redacted] again about what had happened. They then took my car back to take a look as to why I air conditioning was blowing hot air. [redacted] then came out to tell me that they didn’t see any leaks in the system and that once they took a deeper look into the issue they noticed that they over looked the cause of my air condition blowing hot air. [redacted] told me that my compressor wasn’t functioning properly, that my compressor was demagnetized and because of it not functioning properly it was the cause of my air conditioning not being able to blow cold air.

[redacted] then told me in order to have my air conditioning working properly and blowing cold air I would need to have my compressor replaced and that it would cost me and additional $592.78 to replace old compressor, dispose of it and install a new one. I had told [redacted] that I wouldn’t be able to afford that because I had already spent $329.83 to have my air conditioning repaired as promised and I was under the impression that when I was told it was repaired and blowing cold air that it would actually be repaired and that I wouldn’t have to spend any additional money to repair it.

If Sun Devil had really done a full assessment and diagnostic like they said they did, why didn’t they find that my compressor wasn’t operating properly? And what did they do differently the second time around to find that my compressor wasn’t operating correctly, if they indeed “Inspected system components for proper operation.” The compressor is a component in my car’s air conditioning system, so why was it missed?

If they had diagnosed my car’s air conditioning problem correctly the first time around and gave me the correct quote of $922.61 then I would have taken my car somewhere else for another opinion or opted out on the repairs because I had not set aside that much money for the repairs. Also, I wouldn’t have agreed to replace my manifold hoses assembly, suction and discharge my old freon and then recharge my air conditioning with new freon and add a dye to check for any leaks if in fact my compressor was bad and the reason that my cars air conditioning wasn’t working.

Now I'm out the $329.83 because they believe they didn't do anything wrong when servicing and diagnosing my car and I am now driving around in the 114° Phoenix summer heat without air conditioning. Trust me when I say that they have lost my trust in their ability to diagnose and repair vehicles along with the way they are running their business. I believe they (Sun Devil Auto) conducted fraud, miss representation, and tried the bait and Switch tactic because I am a female.Desired Settlement: I would like to be refunded. Sun Devil failed to provide the services and out come that I was guaranteed for the price that I paid. They didn't correct the issue,my air conditioning repair, that they stated they would for the price stated.

Business

Response:

On May 2, 2015, Ms. [redacted] brought her 2001 Pontiac Grand Am SE to our Thomas Rd. repair facility to have her air conditioning inspected. She stated that the A/C was not blowing cold. We offered to inspect her vehicle and found that the A/C suction and discharge hose assembly was leaking and that there was no freon in the system. We explained to her that this had to be replaced and that we would re-inspect the system afterwards for any other leaks, but due to the size of the leak at the hose, that had to be repaired first. Ms. [redacted] agreed and we proceeded with the repairs. Upon completion of the A/C repairs, we let the vehicle run for a short period and re-inspected for any further leaks. No further leaks or problems were found and Ms. [redacted] was called to pick up her vehicle. Upon pick up, she was informed that dye had been added to her A/C system to ensure that if any smaller leaks were present that we would be able to see them. As freon is a gas, it requires the dye to intermingle with the freon to show any leaks, as there are no other tell-tale signs of an A/C leak. Ms. Hill picked up her vehicle at that time. Please note that mileage was 139465.0On May 9, 2015, Ms. [redacted] returned to our [redacted]. facility stating that her A/C had started blowing warm again. We offered to re-inspect the vehicle for her at no charge and determine what the issue mightbe. The manager reminded her that we had put dye in the system previously to ensure that if any other leaks were present, we would be able to find them. Upon inspection of the vehicle it was determined that no further leaks existed, however, the air conditioning compressor had a mechanical failure and was not allowing the clutch to engage to create pressure and create cold air. Ms. [redacted] was informed of this and she declined repairs as her budget did not allow for her to spend any more money on her vehicle at that time. Please note that mileage at that time was 139677.We do not feel that a chargeback is warranted in this matter. Ms. [redacted] vehicle was properly diagnosed and initially repaired. Unfortunately, her A/C was empty of freon and had to be repaired and charged todetermine if any other problems existed. Her vehicle was repaired when it left our facility, and the necessary repairs that were performed are still working as intended. Unfortunately, she has had a mechanical failure that is beyond our control, and was not something that could be foreseen. We appreciate your time and attention to this matter. Please contact us directly if you have any further questions. Thank you. Sincerely,[redacted]Sun Devil AutoStore Supervisor

Review: On 12/10/14, I took my 2002 Chrysler Sebring to Sun Devil Auto for an oil change. A few days after that and on going, we noticed something was leaking from my car. On 1/5/15, we took my car to [redacted] to find out what was leaking and they did an evaluation. They informed me some transmission fluid was leaking and they did an oil dye universal and told me to take it to a car wash and have them do an under carriage wash to get rid of the dye. They also informed us that whoever changed my oil last stripped the screw because they were able to move it around and that I was leaking oil. We picked up the car and immediately took it back to Sun Devil and told them what [redacted] said. [redacted] suggested we go back to Sun Devil and make them fix it. We took it right away back to Sun Devil. We told them they were responsible to fix it with no charge to us. They said they would look at it. They called and said they could try and put in a plug to see if that would work and would cost us $11.00. That would be a temporary fix. In order to fix the problem, they would need to replace the oil pan, gasket and do another oil change and would cost us over $520. I said no because I did not want them to do more damage and we certainly would not pay them over $500 to fix their mistake! We told them to go ahead with the plug and we will be taking it back to [redacted] to get repaired. We feel negligence on the part of Sun Devil and they should be held responsible and accountable for the bill. We will NEVER go back to Sun Devil Auto for future repairs.Desired Settlement: We want Sun Devil to reimburse us the amount it will take to get our car repaired due to their negligence and stripping the screw so that we got an oil leak.

Business

Response:

January 23, 2015Revdex.com4428 N. 12th StreetPhoenix,AZ 85014###-###-#### / ###-###-####RE: ID#:[redacted] We would like to come to a reasonable resolution regarding this matter with Ms. [redacted] with customer service/satisfaction in mind. However we are not responsible for the problem Ms. [redacted] is having with the oil pan on her vehicle. The vehicle is over 12 years with over 69,000 miles and has an aluminum oil pan with aluminum threads for the drain plug. Time and age is the largest contributor as to why the threads failed in the oil pan. In older model vehicles, the aluminum oil pans along with the threads were aluminum. In newer model vehicles, they now have metal inserts for the treads because of the high failure rate of the aluminum. We tried very hard to explain that to Ms. [redacted] and were unable to do so. On her last visit to our facility we installed an oversized drain plug that went in very easily with no problems at that time and we were left with the impression this matter was resolved and didn’t know it wasn’t until we received her complaint letter. There is a good chance the oversized plug will work for many future oil changes. I would like to offer two possible resolutions to this matter. First, we would like to perform the next oil change at no charge to inspect how the oversized plug is working. Second, we would perform the replacement of the oil pan at a greatly reduced price, for a total price of $169.18 parts and labor. We are notresponsible for the failure of the treads in Ms. [redacted] oil pan, but we do understand that she thinks we are. I would like to come to a reasonable resolution regarding this matter, however, anything beyond my purposed resolution would be unjust and unwarranted.If you have any questions please contact me at ###-###-####.Sincerely,[redacted]General Manager

Consumer

Response:

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 of all, my car doesn't even have 69,000 miles on it. While I realize it is a 2002 car, I was told that the screw to the oil pan was stripped and that is why I was leaking oil. And the last person (Sun Devil) who changed my oil, did strip the screw. They would not admit any wrong doing, and even charged me $10 for the plug! The only thing I was told from Sun Devil was that they could provide a temporary fix of the drain plug, but to fix the problem, it would need a new oil pa, gasket and oil change to the tune of over $520. The oil plug they put in did not even last two days before there was oil in the bottom of my garage, so for them to say it would last, obviously they were wrong. At that point, I would NEVER go back to Sun Devil for any type of work and certainly not for them to fix this problem that they created, and certainly not for another oil change. I have since taken my car to [redacted] and they fixed the problem. I feel that their offer to remedy this situation comes too little, too late. They should've made this offer the day I brought my car in, and not wait until I made a complaint to the Revdex.com. The only remedy I want from Sun Devil is a check for $416, the cost of the repairs.[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

January 28, 2015Revdex.com4428 N. 12th StreetPhoenix, AZ 850114###-###-#### / ###-###-####RE: ID#:[redacted]I am disappointed to hear that Ms. [redacted] continued to have a problem after the last visit to our location. However I do stand behind all statements made in my letter. The failure of the threads in her oil pan is not caused by us servicing her vehicle. It is unfortunate that the representative from [redacted] has misled Ms. [redacted] to believe we are the cause of her issue.I would still like to find a resolution to this matter and request the final invoice where [redacted] replaced the oil pan of Ms. [redacted] vehicle. Please forward to me as soon as possible for my review and I will offer my resolution shortly thereafter.If you have any question you can contact me at ###-###-####.Sincerely,[redacted]General Manager

I took my car in for an oil change, drove about 2 miles home and the next morning I had a puddle of DIRTY oil on the floor, took it back to Sun Devil and they said the oil had been changed but the oil was Dirty and smelled dirty and the leak had been caused by a bad filter.
They did offer to drain and fill with clean oil which they did,but I will never go
back there.