Superior Energy Solutions, LLC

Initial Business Response /* (1000, 8, 2017/11/02) */
Contact Name and Title: *** / Owner
Contact Phone: 775-359-
Contact Email: ***
On 11/2/Customer came in for a transmission SERVICE (NOT A MORE EXPENSIVE TRANSMISSION FLUSH)on our invoice #*** with
mileage of 103,At one week our QC (Quality Control) Deptcalled him to see if all was well and to see if he was happyWe left a message with no return call
On 2/23/same customer comes in for brake work on our invoice #with mileage of 104,- a difference of milesOn 3/8/our QC department called an left a messageTHE CUSTOMER TOOK HIS OWN TIME TO CALL BACK AND SAY HE WAS HAPPY AND SAID HE LOVES US BECAUSE WE GET HIM IN AND OUT IN A DAY OR UNLIKE***
NOW after ALL THIS TIME...he complains to us about his rear brakes...and sent photos of his brother-in-law repairing them, and complained about the transmission as well...don't know what the mileage is now on the truck when the brakes were repaired...but it's been almost a year since we only serviced his transmissionWith his complaint he included photos of the rear brakes and an odd looking invoice from a shop in *** dated 8/2/and mileage ov 106,THAT'S 2,MILES SINCE WE ONLY SERVICED THE TRANSMISSION JUST UNDER A YEAR AGO!!!
Customer states that we called the Washington shop (which we DID)...but we did NOT have a sentence conversation with them and hang upFour people in our shop were present for that conversation with the WA shopWe asked multiple questionsWe were told the fluid wasn't low - not discolored - the torque converter burned upMany questions were asked and all answers let to the fact the torque converter failure was NOT OUR FAULTIf the customer were right and this transmission was quarts low on oil/fluid...this truck would not have made it out of town...MUCH LESS NINE MONTHS MORE AND ALMOST MORE MILES!!!
The customer's claim that seals on brakes were not replaced correctly causing oil to get on the brake pads (photos conveniently had an old style oil can right in the photo)...is possibleWe cannot prove or disprove that with so much time going by
After reviewing the photos we agreed to give him the benefit of the doubt out of the kindness of our heart in the event of poor workmanship or failed partsOn Oct17th we sent him a credit memo and refund check for $We believe that is more than fair
As far as getting the "run-around" by the owners; it was not meant to beThe owners had family deaths, and a major flood in their home that took out 60% of the homeNot his problem we realize; but we were out a lot during these times
I will enclose all mentioned documentation to back up our response
Customer complains that
Final Business Response /* (1000, 10, 2017/11/02) */
***Document Attached***