Sun Devil Auto

Review: On October 8th 2014, I went into Sun Devil Automotive. I spoke with [redacted] at the front counter. I was given an estimate for $109. 27 for diagnostics. I was informed by [redacted] that the diagnostic charge would not be charged if the diagnostic was simple. About 1 hour later [redacted] called me and stated that the total amount to repair my car would be $347. 47. When I got to Sun Devil Automotive to pick up my car the bill was $454.74. I asked [redacted] about the diagnostic charge he said that it took the technician a while to diagnose. When I got home I discovered that the total diagnostic process for diagnosing the problem of my car should take approximately 5 minutes. When [redacted] called me he didn't tell me that I would be paying $454.74. He told me I would be paying $347.47 cents, then surprised me with the diagnostic fee.Desired Settlement: I want the diagnostic charge refunded which is $109. 27.

Business

Response:

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

Consumer

Response:

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.

Regards,

Hello. At the risk of retaliation if I take my vehicle back, I appreciate the opportunity to express my concerns at my recent visit with Sun Devil Auto. Due to previous work done on my vehicles, I have been going with open trust to have the work done on my truck this last visit. I have always given praise at their customer service and workmanship to others. I believe establishing a trust in the customer not only helps a customer to come back, but to "spread the good word". However, I need to say, I was greatly disappointed with this last visit. see below:

1. I had questions concerning my quote. As the work was being performed nearly complete, I inquired on billing hourly rates and how the technician was nearly complete, hence the quote should be revised. However, I was informed that the quote will not be revised because the hours the quote were based off are from national recognized hours for specific procedures, and can't be changed, Because I am not an auto mechanic, nor have knowledge about how "all auto shops" follow these standards, I thought my quote should reflect actual hours worked, Not an estimated time. This should be prominently displayed in lobby.

2. The auto parts appeared to be marked up drastically. I found similar parts on the internet for about 60%-80% less than what was quoted. They wouldn't revise the quote because "they are a business, and in the business of making money.."

3. After the recent work was complete and drove home, I realized the reason I probably had the issue is because Sun Devil Auto, previously, must have used a hammer or other form of impact tool to take my rotors and brakes off. Hence, my front wheels began to wobble after that rotor replacement. I took it back thinking it was the rotor needing to be re-surfaced, which they did under warranty, but the issue was not resolved. So this latest repair was the ball bearing and hub replacement. x2. I did not have that issue prior to bringing it to Sun Devil Auto and was a very costly repair for me, and my family.

4. Several customers were asking a variety of questions. After questions and such were answered by the Sun Devil Auto reps, the reps began to bad mouth the customers after they left the facility. I felt it VERY unprofessional to talk negatively about ANY customer. Especially when there are other customers in the lobby waiting on their vehicle. Now I felt as if they were talking badly about me when I left. Please keep in mind, this is only to the front desk. The technicians were ok.

I would possibly still utilize their services only due to limited mechanics in my area, but I think the unprofessional-ism really has made me think to go else where. As a professional, it should be understood to treat the customer with respect not just to the customer, but lead by example in their workplace. It was unfortunate to see the negative behavior.

I took my truck to Sun Devil auto to have a master rebuild done on my transmission, that ended up costing me 2200 dollars. Within 35,000 miles there was a problem with my transmission again. I took my truck back to Sun Devil since they are the ones who did the rebuild. I have spent the last week trying to have my truck diagnosed by your company. A few days after Sun Devil had it, I was informed it needed to be sent to a transmission specialist. Once transferred there, it took an additional week to receive a diagnosis. Now, I received the information that the torque converter failed, and has caused metal shavings to damage other parts of my transmission. I took my truck back to Sun Devil Auto in good faith that they would help compensate for the damage their faulty part did to my truck. Although I was assured by the manager of the 67th ave and Bell Rd. store that this would cost minimal out of pocket compared to what was originally spent on the rebuild, I had to track down their "transmission specialist" to get a response to my phone calls. Once I was able to get an answer to what was wrong with my transmission, they then told me it would be $2100.00 to fix it and that they would give me 20% off and comp the torque converter that had failed but wanted me to pay for the damage that was caused to my transmission due to their faulty part, which would be bring my total down to $1600.00.

After speaking to another Auto facility I have found that a new transmission can be purchased, installed, with a warranty for unlimited mileage for less than $900.00. When I called back to inform them, and see when I can pick up my vehicle, I was greeted by a man who would rather argue with me on "taking my vehicle to a reputable company" instead of putting my truck back together so I can pick it up. The transmission specialist told me my truck will be ready Thursday evening, which means it took a full 10 days to run diagnostics on my truck. To me, all of this is unacceptable. I simply would like my truck back in the same condition it was brought to them in so I can take my vehicle to another company that will not take advantage of me and know that the work that is completed will actually last and not have to be replaced every year.

This auto shop is, by far, the best place to go to get work done on your car! The people are amazing, and made sure I understood everything regarding my car! Even if needing an answer to a question outside of the shop, they are always willing to help out. Very professional, even when confronted with mistakes, and willing to make things right!

Review: On Friday 8-30, I brought my car into the [redacted] location( not the [redacted] location as your computer thinks) because I had an exhaust pipe hanging. They took it in and said that I would need a new pipe (or pipes, as they case is). No one in town had the correct parts so they had to order it. They did a temporary weld, and the car sounded great. The next Friday they put in the new parts. When I drove it off the lot it sounded like a motor scooter. I went back and told them it was noisy. They came back and said the only thing it could be was a gasket. At this point no one came and listened to the car. On Tuesday 9-10, I took the car to Subaru. They said the reason for the noise was that the new pipes were smaller than the originals and with them on, the car would always sound like that. They said the only way to fix it was to take everything out and replace it with the right parts...at a cost of $1050. I went back to Sun Devil. They were a little defensive, but not rude or anything.A guy came out listened and said yes it was a gasket. They also maintained the parts were correct. Put on the new gasket, same noise. The mechanic that pulled the car around to the door told me since the new pipes were smaller than the old ones I should expect for it to be a little more noisy. I did not bring my car in for the final repair to sound worse than the temporary fix.Desired Settlement: I want my car to sound like it did BEFORE the repairs. I didn't spent $725 to have them tell me that this was going to be as good as it gets.

Business

Response:

We have been in contact with Mr. [redacted] and have come to a satisfactory resolution. We consider this matter closed and look forward to Mr. [redacted] being a customer of Sun Devil Auto in the future.If you have any questions, please call me at [redacted].Sincerely,[redacted]General Manager

After receiving weekly phone calls from this company soliciting business, I have asked on multiple occasions to be removed from their database and to no longer be contacted. Despite the multiple requests, I have continued to receive weekly solicitations. On my most recent request to be removed from their call list and to no longer be contacted, the representative on the said "I can put you on the do not call list but I can't guarantee we won't call you anymore because I don't manage the database." I will never do business with this place nor will I ever recommend a place that harasses consumersbin order to solicit business.

Review: I had a check engine light going on and off in my 2013 Dodge Grand Caravan and the car was running rough. I brought the car in on 12/11/15. I was told new spark plugs and a fuel system treatment would fix it. I paid the $647.40 for the repair and went on my way. The next day my check engine light came on and the same problem persisted. I brought it back in 12/15/15 and they explained that now I needed oxygen sensors and that it would be another $700. The fix they did on 12/11/15 did not solve my initial reason for bringing the car in. They told me that the car needed spark plugs and it may have needed them. My issue is that I brought the car in and they diagnosed and recommended a repair which I agreed to based on their recommendation. The next day I still have the same issue they thought they solved. I have a problem with them telling me that I need to pay another $700.00 in addition to what I just paid them since they didn't do it right the firs time. They only thing they offered me was to see if they can get the parts cheaper if they do the work. That does not work with me.Desired Settlement: I would like a refund for the $115.00 Diagnostic Inspection as they failed to properly diagnose the cars problem. I would like the $100.08 refunded for the spark plugs which may or may not have been needed. I would like $19.95 for the Plenium Gasket and $87.95 for the fuel system kit and $12.24 for shop supplies. They did do work on the car and I am find with them keeping the cost for labor and disposal.

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.

I have been a long time customer of Sun Devil Auto. It is very unfortunate that I will no longer be a customer nor will I recommend it to my friends.

Last year I brought my van in for air conditioner problems. I was told that my compressor was bad and that it would cost $996.00 to repair. I said fine and the next day they called and said it was ready. We picked up the van and drove it home with no problems. The next day my wife started the van and there loud knock from under the hood and pieces started to fall on the ground. We took it back to Sun Devil and they opened the hood and discovered that the new compressor had fallen apart. The man at the desk said that they would fix the problem. The next day Sun Devil called and said I needed a new condenser and it would cost approx $400.00. Itold them to fix the problem. Two days later the van was ready and we drove it home.

Approximately two months later the air was hardly putting any cold air so we drove it back to Sun Devil and when the tech looked at it he stated " What do you expect when the outside temp was 100 degrees and that the van was blowing 70 degrees"

This happened two or three more times and my wife never complained to me about it. Two weeks ago when I drove it for the first since the repairs were made, I discovered that the air wasn't working at all. I told my wife to bring it back and find out what was wrong. The man at the service desk insured my wife that they would take care of the problem and that "She would need a jacket the next time she drove her van". Two days after dropping off the van Sun Devil called and said that now I needed an evaporator and the cost would be $1162.00. At this point I had no options but to say OK.

I firmly believe that Sun Devil was using the process of elimination at my expense until they finally fixed the problem

I have come to the conclusion about Sun Devil that I can no longer afford to use them as my primary auto service.

Review: In February 2015, my 1957 Nash Metropolitian, was delivered to SUN DEVIL #** to have it diagnosed and identify what needed to be done to make it run, after sitting unused for 20 years. This was prior to the current manager at this store.

After inspection I was told several things that needed to be done, one was to drop the fuel tank and clean it out, rebuild the carburetor, and in the process the fuel sending was cleaned and repaired. The car was returned to me March 3, 2015. A week later I fueled up the car, as the gauage showed it was near empty. The next morning I observed fuel leaking out of the top of the tank. I called and spoke with the new shop manager, [redacted], and was told to return the car. We made arrangements to do it in a couple of weeks.

The car was returned Sun Devil #** and at the same time I requested that the engine oil be changed since it was in the shop for the fuel tank repair. It was discovered that the fuel sending unit was installed without a gasket, and the fuel was leaking from there. The gasket was installed. I picked up the car again and told buy the manager there was no charge for changing the oil it was "on him". He also told me he was "family" to the owners. [redacted], also told me that for any future work they would not be comfortable working on a car that old, but would uphold any warranty work that had to be done pertaining to work they had done on my car.

May 10, 2015, I called and spoke with the hope manager, [redacted], and told him, once again the fuel sending unit was not working. I took my car back to Sound Devil #**. I drove it there approximately 7 miles, and it drove there just fine. It had not problems at all. After their inspection of the fuel sending unit, it was determined this time, that the sending unit needed to be replaced. I purchased a new sending unit and it was installed by your shop.

On June 13, 2015 I picked my car up again, it was running poorly as I left the parking lot, within ½ mile from Sun Devil #**, the car would not run at all. I was able to get it pushed off the main road into a parking lot. I called [redacted] at Sun Devil #**, and told him I was unable to drive the car. [redacted] said her would have it towed back to the shop. At the time I stated to [redacted], that it was trying to run but that it acted like it was starved for fuel.

On June 14, 2015 I received a call from [redacted], Sun Devil #** and he told me that his mechanic said one spark plug was shiny and clean, and the other two were all gummed up. [redacted] told me this indicated a blown head gasket and this shop did not do this type of engine repair. [redacted] told me I needed to arrange for it to be towed out of the shop, as they no longer did two out's only tow in. The next day I had it removed and towed to Fat Fender Garage.

Fat Fender Garage did not find a blown head gasket, they did not find any problems with the spark plugs. They again dropped the fuel tank and found that the strainer on the end of the fuel pick up tube had not been put back on, they found that the fuel pump was clogged and needed to be cleaned and rebuilt due to all the gunk that had been picked up. They also found that the engine oil that [redacted] told me had been done back on April 11, had in fact not been changed at all, as it was thick old and black. This car has less then 80 miles on it since I purchased the car, in January, 2015. The oil could not have gone bad in 80 miles.

They also found that the brand new sending unit, that I purchased and was just installed and tested by Sun Devil #**, now had a crack in the plastic float and was again not working correctly, as fuel was filling up the float and causing it to have a false reading. It was not cracked when I brought it to you and your mechanic said he was going to test the float prior to installation.

The car ran fine when I drove it each time to your shop. It ran fine the day I bought it in for you to fix the fuel sending unit, in June, 2015. It did not run after your shop worked on it. You told me things were wrong with my, car that were definitely not wrong with my car. Your shop’s negligence, and false information caused me additional expense and time that I should not have incurred had your shop done their work properly to begin with.

We have used your shop for many years on all of our personal vehicles. We have spent a lot of money in your shop. It is unacceptable to lie to your customers telling me work had been done, that was not done. It is unacceptable to lie to your customer's and tell me something was wrong with my car that was not wrong with my car. It is disappointing to be treated like this.Desired Settlement: I sent a complaint letter To Sun Devil #**, received and signed for by [redacted] on July 25, 2015. I sent copies of the repair bills and parts that were required to correct the mess they made of my fuel pump, to install a the strainer back on the end of the fuel pick up tube, and to replace the float that they cracked on the fuel sending until. This bill came to $504.04. I have asked for reimbursement of these expenses that I had to pay due to the work done to my car by Sun Devil #**.

Business

Response:

Ms. [redacted] and I have come to an agreement to refund her $350.00. She is very happy and satisfied with this offer and we hope that we will continue to earn her business in the future.If you have any questions, please feel free to call 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 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.This issue has been resolved and a portion of my original request was settled on. Thank you for you help

Regards,

May 2015 was my first attempt at using sun devil on Ray rd for auto repairs and after a three day affair I was fairly satisfied at the time. That was for a simple clutch install .... However, my exhaust manifold was broken while putting it all back together and they had to replace that as well. Three times I've been back for them to replace those same bolts that they are apparently afraid to get to tight and that have fallen out ... Twice I had a manager raise his voice and the second was more like a screaming match as I was certainly not going to allow him to yell at me with no response from me.... They also broke multiple parts on my jeep to include a grab handle on drivers side... Knock sensor and shift boot that they attempted to glue back together without notifying me of....

I will say that I was rather impressed in the beginning with their false interest in helping me to find the problem with my jeep.... In the end, any company that allows managers to literally SCREAM at customers with minimal to NO consequence is not going to keep business from would be repeaters... And then corporate big wigs that have very little interest in the true cause of the problems make it hard for me to understand how they have been in business as long as they have.

LIES .. Cover-ups .... Management with anger issues ....And inexperience equals GO SOMEWHERE BETTER!!

Review: It took weeks for them to repair my vehicle, and they did not do all repairs originally promised. I was also charged for new parts, but refurbished parts were what were put in. The vehicle broke down again, and had to have the same parts repaired fixed again. Receipts for the actual parts were never shown, and we were refused an invoice when asked. We were told that it is the company policy to charge dealership (new) part prices regardless of what the part actually was, or where it came from. I had to pay for a tow truck when it broke down again with the same issue, and I was promised a refund if I showed the receipt. They refused when I produced the towing receipt. I also incurred rental car fees because they took so long to repair the vehicle. (A 2 day repair became weeks. I almost lost my job because of this.)Desired Settlement: They should be required to show exact receipts for the parts when requested, and invoices. If the parts aren't new, they shouldn't be allowed to charge new part prices. They should uphold their promises, especially when it's their fault.

Business

Response:

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

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 person who called me chose to ignore my points. He he could not prove to me or satisfactorily prove that they do not charge dealership prices for refurbished parts they purchase second hand, like I was told from their employee. He tried to buy me off with a service plan, which I declined.

Regards,

Business

Response:

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

Review: On Thursday August 14th I took my car into Sun Devil Auto asking for an oil change. They pulled the car in and seemed to perform the oil change with no problem. When I left the lot I got to [redacted] and had to come to a complete stop at the red light. When the light turned green and I began to attempt to move. The car slammed into gear and jerked very hard. When pushing the gas it began to neutral flare. I then turned the car around and went back to the shop only to be told that this was an internal transmission issue and that there was nothing they did to my car and that I would have to pay all the charges. On Friday they called me and told me they wanted to run a test on my car that would take the transmission apart which would tell me exactly which part was broken and would in turn cost me $500. The man named [redacted] then proceeded to tell me that the transmission was for sure having an internal issue (although he would not show me the electronic results of the tests they had done on my car) and that I would have to get the $500 transmission test done. He then told me that I could on the other hand just have him sell it for me so that I could get some kind of money for it.I had my car towed to [redacted] the next morning and had diagnostics done on it to get to the bottom of this. They then told me that my transmission fluid was a golden creamy color and that they believed that there had been gear oil placed in my transmission fluid.I then went back to Sun Devil Auto and told [redacted] and [redacted] what had happened at [redacted] then offered to tow the car back to his shop. When I went on Monday to see my car with my Mother they had flushed my transmission fluid somewhere between Saturday and Monday afternoon because the fluid was now the red liquid color that it should have been in the first place. When confronting [redacted] he then decided that he no longer want to touch my car and I then left the shop.Desired Settlement: I would like a refund for the oil change that I received which cost me $22, the diagnostics and towing I received because Sun Devil refused to admit what they had done and correct their mistake which came out to $123, and I would like a check for the value of my car on [redacted] which is $2109 which only makes sense because my car was going to cost $2000 to fix anyways according to [redacted] and his crew of mechanics.

Business

Response:

Ms. [redacted] brought her vehicle in for an oil change on August 14th to our location on [redacted]. 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. [redacted] paid for the oil change and left. A little later Ms. [redacted] returned stating the vehicle was not shifting correctly; since she was just here we wanted to inspect it right away. The first thing we did was test drive the vehicle to verify the complaint and it did not take long to feel the complaint Ms. [redacted] had described. We then pulled the vehicle into the service bay for further inspection. Upon 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 failure. The cost to remove disassemble and inspect the internal composites is $500, which would go towards to repair. We spoke to Ms. [redacted] and we also showed her the fluid so she could see it for herself. She declined the removal at that time stating she would get back to us the next day.

The following day Ms. [redacted] decided to tow the vehicle to [redacted] for a second opinion. A few days later we received a call from Ms. [redacted] stating that [redacted] had determined that the Transmission had the wrong fluid in it causing the Transmission to fail. She asked why we put the wrong fluid in the car; the store manager told Ms. [redacted] 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 us. At that time we suggested to having the vehicle towed back in so we could re-inspect the vehicle at no charge to Ms. [redacted] 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 last. On the original visit the fluid had a very distinct color; the vehicle requires a specific type of fluid called CVT. The 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. [redacted]. We never put any type of fluid in her transmission. It was not low at the time of her oil change. Furthermore we do not agree with the assessment made by [redacted], we believe the problem inside the transmission is a wear and tear issue due to time and mileage. This model year Honda CVT transmission is known to have characteristic failure problems like a light bulb, one minute its fine and the next it fails. We understand that the timing of the failure would lead Ms. [redacted] to assume we were the cause but that is just not the case. As I stated before there was no need to add fluid to the transmission, it was never low. I would like to maintain Ms. [redacted] 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 [redacted].

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.

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,

On 7/1/13 I had scheduled a rear brake job for our 2007 Toyota Avalon and selected Sun Devil Auto #24 because of a recommendation and coupon offering a $139.95 brake job.

Less than 15 minutes after the car was taken into the garage I was approached by the service man taken to our car in their garage. They said the rack and pinion steering gear was leaking oil on the passenger side and pointed out the steering gear fluid reservoir which was half full. They also indicated there was fluid leaking and evidence of blow by. Thirty days earlier I had a 5,000 mile service and check up from Toyota which didn't register any evidence of this problem nor was there any realized of evidence on our garage floor. Since the steering fluid is a closed system I advised them to refill the reservoir so I could monitor the situation and requested a quote for repair. The quote was for $1,157.39 (they said they had to replace both sides and complete a front wheel alignment. I asked how often this happens, and he assured it was quite common as they repair on the average, three a week.

With over 55 years of driving and several different vehicles, I had never encountered a similar problem. I was later presented with the bill for the brake job in the amount of $339.31; asked why the difference and he mentioned the need for additional parts. There was no notice to me of an estimate change in the service costs.

17 months and 12,076 miles later which included two 5,000 service checks by Toyota verifying evidence of a leak, the steering fluid in the reservoir has never wavered from it full mark. I checked the fluid level every week during the 17 months. There was never a measurable reduction in the fluid level. There was evidence of a very tiny amount of oil leaking on my garage floor and the rubber boot on the passengers side steering was very deteriorated (oil does that to rubber). No one has been able to explain why there is no fluid change in the reservoir.

I was able to find a trusted mechanic and requested that he replace the deteriorated boot and see if there was any evidence of failure of the steering mechanism and/or fluid system. This was completed on 11/17/2014 at a cost of $227.47. There was no evidence of any defect in the steering mechanism and/or fluid system. There still was a small level of fluid in the boot which had been leaking. IT WAS NOT STEERING FLUID. It appeared to be regular motor oil.

Someone removed the steering fluid from the reservoir on 07/01/2013 and placed motor oil in the boot. This experience has all the markings of a scam directed to the trusting but unsuspecting and normally over 65 years of age individual residing in this area.

Although I have all the documentation and the old boot with the motor oil residue, I don't expect any compensation but take some gratification here that I didn't fork out over $1,100 for replacement steering gear(s) that was not needed and hope by sharing this information such scams won't appear in the future. I would love to share this information with Sun Devil Auto's corporate office however could not locate an email address for them.

This Sun Devil at [redacted] is great! We feel like family. The employees are all friendly and very knowledgeable. The Manager, [redacted], really cares about the customers and he has gone above and beyond to troubleshoot some issues that my 2006 Honda CRV was having with the tires and transmission,
They are honest and they are straight-shooters. I highly recommend this shop to anyone that needs a great mechanic. The prices are also reasonable and this shop backs up their work! Thank you Sun Devil Auto and your awesome professional team!!!!

Review: The check engine light was on in our 2001 Plymouth Voyager Van. The car ran fine. However, in order to pass emissions, this light could not be on. We brought it into Sun Devil and the Tech advisor led us to believe that having the repair they suggested done would fix the problem. They did not tell us that the transmission would stop working after the repair was completed. (The manager advised us of that after the fact). The service advisor told us the transmission specialist was available so we left the car for repair. A few days after picking up the car the light came on again. We brought it back to Sun Devil - the car was still running fine - not slipping at all. We were then told that the car needed to be taken to a different location to a different specialist to have the transmission checked out. At that time the second specialist told us the transmission needed to be rebuilt and there were shavings in the fluid. Cost would be more than the book value of the car. We decided to keep van since it was running fine and on the way to MVD to get a waiver for registration, - only driven 10 miles after the second specialist looked at it - the transmission died altogether and would not go any longer. In our first visit, we spent $877.09 on 10/19/15 for a repair that let us drive a car that worked perfectly well another 15 miles before it broke altogether. We went into Sun Devil to speak with the Manager thinking they would give us a refund of all but the diagnostic charge since everything went wrong after they "fixed it". The Manager was not in, so we called him the next day - and he was ready for us. The Manager, David Hyland, claimed the second location "specialist" did not do anything to the transmission other than read the code from the scans. Why would they have to send it to a second "specialist" to plug in machine to read codes. Also, how did he know there were shavings in the fluid if he did not do anything but read the codes.Desired Settlement: We would like to be reimbursed for the money we spent on a repair we feel were misguided on, with the exception of the diagnostic test. We feel if Sun Devil was a reputable company they would make good on their repairs. They may say they told us the repair wasn't guaranteed, but they sure made us feel it would turn the check engine light off. Andrew's words were "I Feel confident this will fix your problem". Also why was it running fine until the last person touched the car and then it crashed altogether. This is NOT good service. Thank you.l

Business

Response:

See attached letterTo 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

Consumer

Response:

We are sorry to say we do not feel Sun Devil Auto worked with us at all. The only "offer" they gave us is to put the money we spent towards the new transmission. We knew all along we were not going to rebuild a transmission in the van and told them this. It is an old car and we were not going to put more money into it. We were mainly concerned with having the car pass emissions. We were told they were confident the first fix of $840 would fix the problem. The quote we were given is transmission rebuild would be between $1500 and $2700. Wouldn't know until they got into it. We were not going to spend that much money and they knew that so the did not work with us at all.Why didn't they send us to the "outside transmission specialist" to start with, rather than have the in-house one look at the car. They should have had the most qualified person look at it in the beginning. We thought Sun Devil was a stand-up company and would be fair to their customers. We do not feel that is the case. We do not agree with their response. [redacted]

Business

Response:

To Whom this May Concern, Please be advised that our position on this matter has not changed. At no point did we attempt to defraud or misdiagnose a problem with his vehicle. The diagnostic procedure for his vehicle was followed precisely. Had we simply recommended a teardown of the transmission initially, while the diagnostic clearly stated to attempt the lesser repairs prior to that point, would have been unethical. With the controller components malfunctioning, this would cause a transmission problem, but also a check engine light. With the check engine light and the failure at hand, it would have been impossible to determine that there was a mechanical failure without first repairing these items. Once these items were repaired, no further problem existed. We still believe that we acted in the best interest of Mr. [redacted] in recommending only the components that were recommended in performing the diagnostic procedure at that time. We are still willing to work with Mr. [redacted] on his repairs, but we must first have an opportunity to tear down the transmission and determine the cause of mechanical failure. We thank you, again, for your time and attention to this matter. If you have any further questions, please feel free to contact us. Thank you. Sincerely, Montgomery L M[redacted] Sun Devil Auto Store Supervisor

I've been working on my own cars more then 45 years now, but decided to trust a simple job of trying to Sun Devil Auto at 43rd Ave. and Thunderbird, to figure out why my BMW Z3 was over heating. During the summer my water pump had gone bad, so I changed the water pump out myself, but the car continued to overheat, I figured the problem was one of two thing, a stuck thermostat, or the system needed flushing, pretty simple jobs, so I brought it to Sun Devil Auto, close by and I had trusted them with other small jobs on my other cars in the past. I dropped the car off and I got a call from the service technician later in the day stating that my fan clutch was bad, I didn't think it could be, but said okay. I asked for the price, $294 for the clutch and approximately $100 dollars for the service, my jaw dropped. I asked them to save the fan clutch for me. When I arrived they charged me around $530 for a new fan clutch, new radiator cap, labor and two gallons of coolant. The fan clutch was damaged due to improper tools, or trying to take it off the wrong way, the clutch seemed to be nice and tight as I would expect a good fan clutch. When I questioned the reason for changing the fan clutch, he told me that the technician could hold the fan with two fingers to stop it, I almost challenged him to see that trick, this is not the proper way to check a fan clutch, and would likely to break your fingers with a good fan clutch. I next questioned why they changed the radiator cap, and he said it was leaking when the engine boiled over, this is a flat out lye, at no time when my engine overheated did the radiator cap not seal the system shut. I believe that someone may have replaced the thermostat, damaged my fan clutch and had to replace it. I could have bought a brand new BMW fan clutch for $284 dollars, and an aftermarket one for under $100, and they told me that this one was an aftermarket fan clutch, and that a new one from BMW was almost $400. I will never again trust my cars to Sun Devil Auto. The other thing they told me was that because of the leaking radiator cap, I had lost two gallons of coolant, the system only holds 11 quarts, and I couldn't even put a gallon in after it overheated at home.

I've been a customer for years- was told not to come back because all I get are oil changes and I "won't let them perform other services and we aren't an oil change shop"

Perhaps I would let you "perform other services" if your prices weren't so damn high and more competitive?

To hell with sun devil auto and the entire state of AZ

used sun devil in Fountain Hills AZ spent over 6,000.00 in repairs always had to bring car back left car dirty oil stains in back seat floor mats turned over to hide. had power steering pump replaced leaked oil took back four times told me it was windshield washer fluid Pump made noise told me it is normal. Rude to wife and daughter. last visit mechanic wrote on invoice power steering pump needed repair manager told me the mechanic was wrong. I know a lot of people in Fountian hills and I will tell then not to use Sun Devil ? Took car to [redacted] and had pump replaced.

Review: I took my truck into Sun Devil Auto [redacted] #** with a check engine light on the dash and a compass and thermometer also out. I had an electrical problem. [redacted] and [redacted] PROMISED ME that it was my PCM. I told them that there is no way that the PCM is bad. They told me that they gurantee that the PCM was bad and that my problem would be fixed. I gave them authorization to perform the repairs and was told that the work was complete. When I showed up to pick my truck up I still had the same issues. They blamed the addition of a diesel programmer as the result. I called the manufacturer and they told me that they have never had an issue with the compass or thermometer ever. They sell millions of them. [redacted] and [redacted] continued berating me and telling me that "they are the experts", "trust them", and blaming the use of the programmer for the codes in the computer. After taking my truck back to that location 7 times for correction I finally took my truck to another shop were they diagnosed the problem properly as a bad fuse block. The problem was corrected in 2 hours.Desired Settlement: I would like a refund for the misdiagnosis $96, the pcm $547.57, pcm labor $96, and pcm program $96.

Business

Response:

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.

Store Supervisor

Sun Devil Auto