Mr*** *** initially brought his Jeep Grand Cherokee in for a rear end noise on 10-5-15. We diagnosed the problem and replaced the ring and pinion and other parts associated with this repair. When the technician drove the Jeep after
completing the repair (no more than miles), it wouldn't go over mph. Because of this, we further evaluated and determined that the problem might have to do with the transmission. The customer requested a worst case scenario estimate of replacing the transmission. He also obtained an estimate from *** Transmission down the street. Their estimate was less expensive than ours so he elected to have them further diagnose/ repair the transmissionAfter *** was completed with the transmission diagnosis/ repair, the Jeep was still displaying the same characteristics that it was prior to them working on it. At that point, it was determined that our dealership installed the wrong ring and pinion gear ratio. We corrected this problem at no charge to the customer. This leads us to believe that the transmission didn't in fact need to be replaced/ repaired. We would have identified this if the customer allowed us to further investigate the actual problem, which was not the transmission. In the name of customer service and good will, we will be happy to discount our repair 20% which would amount to us reimbursing Mr***, $Respectfully, Brian ** *** Tom O'Brien Chrysler Jeep Dodge Ram U.SNorth Greenwood, IN Office: (317) 534-Fax: (317) 885-Toll Free: (866) 290-www.tomobriengreenwood.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr*** understanding of the sequence of events is lacking some important details. He states that I requested a worst case scenario estimate for the transmission. This is incorrect, I was told about the error after the differential was repaired and it was sent to their transmission expert for analysis. The diagnosis I received is that the transmission was bad and that it needed to be replaced! End of story!
I had the Service Manager contact the extended warranty with a quote for the repair, which I was informed was the R&R of the transmission. The extended warranty company responded and told the dealership that they would not pay for a rebuilt/refurbished transmission, they wanted the transmission rebuilt and they wanted the dealership to disassemble the transmission (just as they did with the rear differential) so they could send an inspector to evaluate the components to determine if they would cover it!
Since I was told that would be more expensive than the $estimate to R&R the transmission and since I did not believe the warranty would cover it (since they found a reason for not paying for the rear differential) I decided to take the transmission next door to *** Transmissions who told me they work with extended warranty companies and they planned to rebuild the transmission anywayThey also told me it would cost about $less if they did it. This can be verified because the extended warranty company sent an inspector to surprise inspect the disassembly of the transmission at the dealership the day after I had taken it to ***. He was upset that it was no longer at the dealership because he did not get paid for his trip due to the vehicle not being there!
The Gear Ratio Error messages that appeared after the rear differential was rebuilt, I was told, could be caused mainly by one of two components. It was caused by either the rear differential or the transmission. Since my rear differential was just rebuilt, the reasonable diagnosis was that it was a transmission problem. *** Transmissions asked me what the dealership did to the rear differential after the transmission rebuild and the same Gear Ratio error codes remained. I gave them the information from my service receipt. The next day they informed me that the dealership installed the wrong gears and told me to take it back to them to have it corrected! There was nothing wrong with the transmission when it was rebuilt and it was only rebuilt because of the diagnosis given to me by O'Brien's Service Department.
I not only want them to pay for the rebuild cost of the transmission, I want them to help cover my out-of-pocket expenses for the use of a loaner vehicle while waiting for the wrong differential gears to arrive and the delay in getting my Jeep back because the transmission had to be rebuilt (unnecessarily) and then O'Brien’s Service Department having to redo the rear differential correctly!
Regards,
*** ***
Customer picked up truck today and is happy. Everything that he mentioned in his complaint was in process. The wheels took a little longer than expected to get repaired.
Thank you and
Merry Christmas!!
Brian PM***
Tom O'Brien Chrysler Jeep Dodge Ram
U.SNorth
Greenwood, IN Office: (317) 534-Fax: (317) 885-Toll Free: (866) 290-www.tomobriengreenwood.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrMiller is correct in that my decision to take the Jeep to *** Transmissions was based on the cost of the repair. The question about if the transmission was bad, was not even a consideration. The fact remains that when the rear differential was rebuilt and it was taken out for a test drive, there was a gear ratio error message. I was told that O’Brien’s transmission expert would have to diagnose it.
The Jeep remained at the dealership from Friday 10/16/until Tuesday 10/20/so it could be diagnosed by their transmission expert. On Tuesday 10-20-I was called and told their transmission expert determined the transmission was bad and it needed to be replaced/rebuilt and that the least expensive way to get this fixed was to have it replaced with a refurbished/rebuilt transmission which would cost about $
Per my instructions, O’Brien’s Service Department contacted my extended warranty company to present their findings and begin the process of replacing the bad transmission. I was contacted later that day and told the warranty company wanted the dealership to rebuild the transmission so it could be inspected
Knowing the repair cost may exceed the initial $quoted I looked for less expensive options. On Thursday 10-22-I took the Jeep next door to *** Transmissions where they informed me they would work with the warranty company and estimated the repair cost at between $3000-$4000.
I don’t understand MrMiller’s argument about “professional opinion” and how that differs from the dealerships transmission expert’s diagnosis. *** Transmissions did inspect the transmission, prior to doing the rebuild, and got the same gear ratio error message the dealership did in coming to the conclusion that the transmission was bad! The error message could only come from a problem with the transmission or the rear differential.
Not knowing the work at the dealership was done wrong and not checking their work on the differential in diagnosing the transmission, makes O’Brien’s mechanics look incompetentAny plan on doing additional tests to the transmission after diagnosing it as bad, was never communicated to me. This means that if they planned on doing more testing on the transmission, they have a communication problem as well! If the transmission was not bad, why did the dealership contact the extended warranty company and tell them it was, resulting in an inspector actually making a trip to the dealership to inspect the vehicle on Friday 10-23-2015? I have documentation on this, even though I had already taken the Jeep to *** to have the work performed!
The work done at *** Transmissions was no different than what they were going to do at the dealership, except it would cost less! They even used OEM Jeep parts for the rebuild. The rebuild revealed nothing more than the wear-and-tear of a transmission with about 85,miles. The only indication that the transmission was bad was the gear ratio error message that still existed after the rebuild was completedIf the dealership had rebuilt the rear differential correctly, the gear ratio error message would not have been there. If they would have reviewed work completed, when diagnosing the transmission problem, they would have found the problem and the transmission would not have been rebuiltEither way, the transmission would not have been rebuilt, if the error message was not there (indicating the transmission was bad) and I was not told the transmission was bad by the dealership!
When I was initially informed that there was a transmission problem, after the differential was rebuilt, I asked if they had put the correct gears in my rear differential. I did so in a joking manner so as not to insult or insinuate they were incompetent! Everyone got a chuckle out of that at the dealership! It turns out my suspicion was correct.
About me: I have a Bachelor’s Degree from Purdue in Engineering (Mechanical). Prior to getting my college degree, I attended a Trade School for Automobile Mechanics and worked in an AAMCO Transmission shop for a short time. I have many years of experience in Engineering, Manufacturing and Technical Sales and am currently employed by a very large international ball and roller bearing manufacturer and I have had years of experience in failure analysis.
Regards,
*** ***
I dropped off my son's car to have preventative maintenance done while my family took a vacationTom O'Brien had the vehicle for a week and a halfI left Tom O'Brien separate ways to contact me, as my family was going to be out of the countryI received an email that the vehicle was finishedWhen we returned home from vacation, I contacted Tom O'Brien to find out when I could pick up the vehicleI asked about the brakes which I specifically requested to be inspected when I dropped off the carMy son is a new driver and this will be the first winter he will be drivingI was told the brakes are goodWhen I went to pick up the car, I was shown a page check list of everything that was inspectedAll brakes were in the green circle which stated the brake pads were good with to mm of pad leftSince I questioned the brake again they reinspectedThe brakes needed replacedThe pad thickness was to mmThe Service Manager actually said that we could take the car and schedule for the following SaturdayThe brake display information that Tom O'Brien offers, lists Needs Immediate Attention for the amount of brake pad that was left on the vehicleTom O'Brien falsified the check list, then after reinspecting the brakes, the Service Manager was going to allow a 1st year driver to take the vehicle home without making the repair, on January 4th in Greenwood, INThe company talks about their family members working for the company and how Tom O'Brien is a family companyThis company was whiling to send my first year driving son out with brakes that needed replaced
I bought the used car from Tom O'Brien about a year agoI paid to have the vehicle thoroughly inspected and bought the extended warrantyI mention this so readers don't question if the vehicle was in disrepair
Mr*** *** initially brought his Jeep Grand Cherokee in for a rear end noise on 10-5-15. We diagnosed the problem and replaced the ring and pinion and other parts associated with this repair. When the technician drove the Jeep after
completing the repair (no more than miles), it wouldn't go over mph. Because of this, we further evaluated and determined that the problem might have to do with the transmission. The customer requested a worst case scenario estimate of replacing the transmission. He also obtained an estimate from *** Transmission down the street. Their estimate was less expensive than ours so he elected to have them further diagnose/ repair the transmissionAfter *** was completed with the transmission diagnosis/ repair, the Jeep was still displaying the same characteristics that it was prior to them working on it. At that point, it was determined that our dealership installed the wrong ring and pinion gear ratio. We corrected this problem at no charge to the customer. This leads us to believe that the transmission didn't in fact need to be replaced/ repaired. We would have identified this if the customer allowed us to further investigate the actual problem, which was not the transmission. In the name of customer service and good will, we will be happy to discount our repair 20% which would amount to us reimbursing Mr***, $Respectfully, Brian ** *** Tom O'Brien Chrysler Jeep Dodge Ram U.SNorth Greenwood, IN Office: (317) 534-Fax: (317) 885-Toll Free: (866) 290-www.tomobriengreenwood.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr*** understanding of the sequence of events is lacking some important details. He states that I requested a worst case scenario estimate for the transmission. This is incorrect, I was told about the error after the differential was repaired and it was sent to their transmission expert for analysis. The diagnosis I received is that the transmission was bad and that it needed to be replaced! End of story!
I had the Service Manager contact the extended warranty with a quote for the repair, which I was informed was the R&R of the transmission. The extended warranty company responded and told the dealership that they would not pay for a rebuilt/refurbished transmission, they wanted the transmission rebuilt and they wanted the dealership to disassemble the transmission (just as they did with the rear differential) so they could send an inspector to evaluate the components to determine if they would cover it!
Since I was told that would be more expensive than the $estimate to R&R the transmission and since I did not believe the warranty would cover it (since they found a reason for not paying for the rear differential) I decided to take the transmission next door to *** Transmissions who told me they work with extended warranty companies and they planned to rebuild the transmission anywayThey also told me it would cost about $less if they did it. This can be verified because the extended warranty company sent an inspector to surprise inspect the disassembly of the transmission at the dealership the day after I had taken it to ***. He was upset that it was no longer at the dealership because he did not get paid for his trip due to the vehicle not being there!
The Gear Ratio Error messages that appeared after the rear differential was rebuilt, I was told, could be caused mainly by one of two components. It was caused by either the rear differential or the transmission. Since my rear differential was just rebuilt, the reasonable diagnosis was that it was a transmission problem. *** Transmissions asked me what the dealership did to the rear differential after the transmission rebuild and the same Gear Ratio error codes remained. I gave them the information from my service receipt. The next day they informed me that the dealership installed the wrong gears and told me to take it back to them to have it corrected! There was nothing wrong with the transmission when it was rebuilt and it was only rebuilt because of the diagnosis given to me by O'Brien's Service Department.
I not only want them to pay for the rebuild cost of the transmission, I want them to help cover my out-of-pocket expenses for the use of a loaner vehicle while waiting for the wrong differential gears to arrive and the delay in getting my Jeep back because the transmission had to be rebuilt (unnecessarily) and then O'Brien’s Service Department having to redo the rear differential correctly!
Regards,
*** ***
Customer picked up truck today and is happy. Everything that he mentioned in his complaint was in process. The wheels took a little longer than expected to get repaired.
Thank you and
Merry Christmas!!
Brian PM***
Tom O'Brien Chrysler Jeep Dodge Ram
U.SNorth
Greenwood, IN Office: (317) 534-Fax: (317) 885-Toll Free: (866) 290-www.tomobriengreenwood.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrMiller is correct in that my decision to take the Jeep to *** Transmissions was based on the cost of the repair. The question about if the transmission was bad, was not even a consideration. The fact remains that when the rear differential was rebuilt and it was taken out for a test drive, there was a gear ratio error message. I was told that O’Brien’s transmission expert would have to diagnose it.
The Jeep remained at the dealership from Friday 10/16/until Tuesday 10/20/so it could be diagnosed by their transmission expert. On Tuesday 10-20-I was called and told their transmission expert determined the transmission was bad and it needed to be replaced/rebuilt and that the least expensive way to get this fixed was to have it replaced with a refurbished/rebuilt transmission which would cost about $
Per my instructions, O’Brien’s Service Department contacted my extended warranty company to present their findings and begin the process of replacing the bad transmission. I was contacted later that day and told the warranty company wanted the dealership to rebuild the transmission so it could be inspected
Knowing the repair cost may exceed the initial $quoted I looked for less expensive options. On Thursday 10-22-I took the Jeep next door to *** Transmissions where they informed me they would work with the warranty company and estimated the repair cost at between $3000-$4000.
I don’t understand MrMiller’s argument about “professional opinion” and how that differs from the dealerships transmission expert’s diagnosis. *** Transmissions did inspect the transmission, prior to doing the rebuild, and got the same gear ratio error message the dealership did in coming to the conclusion that the transmission was bad! The error message could only come from a problem with the transmission or the rear differential.
Not knowing the work at the dealership was done wrong and not checking their work on the differential in diagnosing the transmission, makes O’Brien’s mechanics look incompetentAny plan on doing additional tests to the transmission after diagnosing it as bad, was never communicated to me. This means that if they planned on doing more testing on the transmission, they have a communication problem as well! If the transmission was not bad, why did the dealership contact the extended warranty company and tell them it was, resulting in an inspector actually making a trip to the dealership to inspect the vehicle on Friday 10-23-2015? I have documentation on this, even though I had already taken the Jeep to *** to have the work performed!
The work done at *** Transmissions was no different than what they were going to do at the dealership, except it would cost less! They even used OEM Jeep parts for the rebuild. The rebuild revealed nothing more than the wear-and-tear of a transmission with about 85,miles. The only indication that the transmission was bad was the gear ratio error message that still existed after the rebuild was completedIf the dealership had rebuilt the rear differential correctly, the gear ratio error message would not have been there. If they would have reviewed work completed, when diagnosing the transmission problem, they would have found the problem and the transmission would not have been rebuiltEither way, the transmission would not have been rebuilt, if the error message was not there (indicating the transmission was bad) and I was not told the transmission was bad by the dealership!
When I was initially informed that there was a transmission problem, after the differential was rebuilt, I asked if they had put the correct gears in my rear differential. I did so in a joking manner so as not to insult or insinuate they were incompetent! Everyone got a chuckle out of that at the dealership! It turns out my suspicion was correct.
About me: I have a Bachelor’s Degree from Purdue in Engineering (Mechanical). Prior to getting my college degree, I attended a Trade School for Automobile Mechanics and worked in an AAMCO Transmission shop for a short time. I have many years of experience in Engineering, Manufacturing and Technical Sales and am currently employed by a very large international ball and roller bearing manufacturer and I have had years of experience in failure analysis.
Regards,
*** ***
I dropped off my son's car to have preventative maintenance done while my family took a vacationTom O'Brien had the vehicle for a week and a halfI left Tom O'Brien separate ways to contact me, as my family was going to be out of the countryI received an email that the vehicle was finishedWhen we returned home from vacation, I contacted Tom O'Brien to find out when I could pick up the vehicleI asked about the brakes which I specifically requested to be inspected when I dropped off the carMy son is a new driver and this will be the first winter he will be drivingI was told the brakes are goodWhen I went to pick up the car, I was shown a page check list of everything that was inspectedAll brakes were in the green circle which stated the brake pads were good with to mm of pad leftSince I questioned the brake again they reinspectedThe brakes needed replacedThe pad thickness was to mmThe Service Manager actually said that we could take the car and schedule for the following SaturdayThe brake display information that Tom O'Brien offers, lists Needs Immediate Attention for the amount of brake pad that was left on the vehicleTom O'Brien falsified the check list, then after reinspecting the brakes, the Service Manager was going to allow a 1st year driver to take the vehicle home without making the repair, on January 4th in Greenwood, INThe company talks about their family members working for the company and how Tom O'Brien is a family companyThis company was whiling to send my first year driving son out with brakes that needed replaced
I bought the used car from Tom O'Brien about a year agoI paid to have the vehicle thoroughly inspected and bought the extended warrantyI mention this so readers don't question if the vehicle was in disrepair