Trademark Transmissions

In response to the complaint filed with Revdex.com on April 20th, 2017Received on April 25th, via mailAttached will be a signed copy of the work performed at Trademark Transmissions completed on April12th, 2017.In this work order it is signed by [redacted] on April12, stating in the service performed that"Trademarks Rebuilt Transmission and Torque convertor serviceMisfire must be resolved beforewarranty can be applied."According to this documentation signed by customer Mr [redacted] , he acknowledged that the serviceperformed had no warranty attachedIt is true that on the website it does state that Trademark doesoffer a 3-year warranty on transmission rebuildsIn this particular case, Trademark made it a point inthe "service performed" section of the work order that the misfire must be resolved before thewarranty could be appliedThe customer had refused to get this misfire fixed before heading out to hishome in Washington.The engine misfire was first noticed on Saturday [redacted] ***Trademark is closed on the weekendshowever Troy, the owner traveled to the Linn County Fairgrounds to do a once over on the motorhometo try and help determine what was needed with the transmission and/or engine drivability concerns.After Troy scanned the vehicle for any diagnostic trouble codes and checked the condition of thetransmission fluid he then spoke with Mrs [redacted] in person as well as Mr [redacted] from his cell phoneand explained to them both that the transmission fluid was burnt and contaminated which is a sign oftransmission problems and or failureAlso, he let Mr [redacted] know that there were diagnostic troublecodes related to the transmission as well as the engineThe motorhome had numerous engine misfirecodes relating to cylinders plus the main computer for the motorhome recorded hundreds of misfiresdetected that resulted in those codes being setAt that point Troy, the owner of Trademark advisedagainst driving the motorhome because he believed it could cause more damage that might not havealready been done due to the fact that they had a transmission problem as well as an engine problem.April 2"d, the owner Troy, met the tow company at Trademark to accept the vehicle on behalf ofthe [redacted] 's at his shopAt that time, he tagged the keys to the motorhome and set up a work order tobe started at am on Monday, April3rd, 2017.Monday, April3rd, Trademark performed a full diagnostic checkout on the transmission and engineof the motor home and reconfirmed the codes and drivability problems which included a code fortransmission range sensor circuit fault and vehicle speed sensor fault as well as different cylindermisfire codesThe transmission fluid was very dark and burnt meaning it had gotten extremely hot andyou could smell the burnt transmission fluid on the dipstickThe only question at that time was if theyhad an additional electrical problem related to the transmission, since it had transmission range switchcodesDuring the day Monday the technician working on the vehicle was doing research related tothose transmission codes as listed above to determine if we needed to address issues in the electricalsystem on the transmission before we pulled the transmission out for an internal inspection.Tuesday, April 4th, at 10:AM Mr [redacted] texted Troy to ask him if they had a chance to look atthe motor home yetTroy had stated "We might have an electrical issue with transmission and maybenot have to rebuild it Hopefully Plus engine needs coils and major tune up" Mr [redacted] then repliedat 11:AM "Yes, I planned on doing plugs and coils soonIts rarely home long enough for me to domaintenance! she drives the wheels off that thing" A little later that afternoon Trademark removed thetransmission oil and inspection pan and found an excessive amount of metal contamination and clutchmaterial which indicates internal transmission failureAt that point, Trademark called Mr [redacted] andexplained what they had found and confirmed the transmission needs to be rebuiltAs well as replacingthe electrical components related to the transmission codes that were sent to the main computerAtthat time customer then gave the OK to proceed with repairs and Trademark removed the transmissionto disassemble and order parts needed to rebuild the transmission.April 5th, late in the afternoon Mr [redacted] texted Troy, the owner "Any update? Any idea if it willbe done by closing Friday? Thank you!" Beings that it was that late in the day, Troy was not able torespond.April 6th, Troy called Mr [redacted] and left a message for Mr [redacted] to call the shop back becausethe shop had an update for him on what was found inside the transmission and also to explain what wasneeded to make the engine run properly so as to ensure that the motor would not cause the newlyrebuilt transmission to failAfter leaving that message, Troy sent a text to Mr [redacted] at 2:PMstating "I left you a message Looks like needs coils and plugs to correct the misfire Then with rebuildof transmission and the tune up should be good" Sometime a bit later that day, Mr [redacted] called andspoke with Troy at the shopAt that time, Troy explained all the different components that the shop wasgoing to replace during the rebuildDuring that same conversation, Troy also explained to Mr [redacted] that he needs the new updated ignition coils which are a common failure in these particular enginemodelsTroy went on to explain how important it is to replace these coils due to the fact that anunderpowered engine or misfiring engine can directly result in a failed transmission especially with theweight a motorhome like his has and how much power it takes to push it down the roadAfter statingthis to Mr [redacted] , Troy proceeded to give Mr [redacted] the quote on what it would take to replace theignition coils and spark plugsTroy then offered Mr [redacted] a discounted estimate due to the fact thatthis is a common problem with these particular engines and Trademark purchases these coils in bulk inorder to offer their customers a discounted rate on the coilsTroy was then offering another discount toMr [redacted] , beings that the motorhome was already in the shop and they could do it all at the sametimeAfter explaining this to Mr [redacted] , Mr [redacted] then said that he didn't feel like the enginemisfire was that bad and he felt like it could waitTroy again reiterated the importance of taking care ofthis misfire now due to the fact that this transmission failure was most likely related to the enginemisfiring on cylindersAgain, Mr [redacted] said to Troy that he used to work on cars years ago for aliving and that he felt he could install the plugs and coils himself and that time Troy stated one moretime that the scanner indicated hundreds of misfires on different cylindersMr [redacted] thenproceeded to tell Troy that he didn't believe that the misfire was that bad and that's when Troy askedMr [redacted] when the last time is that he really checked it out wasMr [redacted] said he hasn't had achance to check it out since she isn't home much beings that she's gone most of the time doing dogshows and is not home long enough for him to have the time to really check it outThat's when Troythen stated he remembered a conversation with Mr [redacted] s wife about her saying that motorhomehad not been running correctly and she felt like it was underpowered when trying to accelerate and wasgetting progressively worse and then on her way to Albany, OR from Seattle, WA, she stated to Troy andhis girlfriend both when they came to look at the motorhome on April 1st that she was scared to stopbecause the engine would die or want to die every time she came to a stop and/or when she wasslowing downAt that point in the conversation is when Mr [redacted] asked if it was ok if he could justreplace the plugs and coils himself and Troy said yes, it is ok for you to put them in yourself but theyneed to be done right away or it could result in a failure in the transmission againMr [redacted] then toldTroy that he said that he understoodTroy said OK, but in order to activate the warranty on thetransmission the coils and plugs need to be replacedAt that point, Troy said someone from the shopwill be contacting him in the next day or two to let them know when the motorhome will be ready to bepicked up.April 12th, Mrand Mrs [redacted] then came to Trademark to pick up the motorhome around amthis dayThe office staff then presented them with the final invoice at that time they paid the remainingbalance of+ $which was the balance due on the repairs of the transmission overhaulAt thattime, the office staff went over the final invoice that shows all the parts that were replaced and laborincluded in the overhaulIncluded on that final invoice right above the parts and labor required sectionis the "service performed" sectionIn the service performed section it states "Trademarks RebuiltTransmission and Torque converter serviceMisfire must be resolved before warranty can be applied."At that time, [redacted] signed the completion statement which is acknowledging the completion ofthe repairs on his vehicle and that he understands and accepts the termsAt this time, the office staffthen handed Mrand Mrs [redacted] their keys and sent them on their way.At the end of the day on April 12th, Kenny (shop manager) received a phone call from Mr [redacted] stating that the transmission had started to slip bad about miles from their homeMr [redacted] toldKenny that he had a tow truck on its way to pick up the motorhomeMr [redacted] also sent a text toTroy's personal cell phone, which Mr [redacted] had gotten in his phone due to the prior weekend ofsetting up a preliminary checkout by TroyIn that text Mr [redacted] stated "We made it miles fromhomeStarted slipping badFluid is full and does not smell burnedSounds like a bucket of gravel whenit starts to moveTow truck on the way to take it homeAny suggestions? ***"April 13th, 1:PM Mr [redacted] said "Please call me as soon as possible on thisHopefully we canget this resolved quicklyI have spoken with different people at your shop alreadyThank you***"After Troy received that text he contacted the shop managerTroy and Kenny discussed what was talkedabout between Kenny and Mr [redacted] , Kenny stated to Troy that he asked Mr [redacted] if he hadreplaced the coils and the plugs before he headed home to SeattleAt that time, Mr [redacted] statedthat he did not replaced the coils that he was under the impression with the conversation he had withTroy a few days before that he would be fine not replacing those until he was back homeNow, Kennyalso said that during this conversation Mr [redacted] wanted to take the motorhome to another shop intheir area and have another shop look at and fix the issue at handKenny let Mr [redacted] know that thisis now a gray area beings that the shop had notified the customer that he needed to have the coils andplugs replaced BEFORE the warranty could be appliedKenny explained that we do not have a nationalwarranty program, that works with other shopsKenny at that time let Mr [redacted] know that we wouldbe willing to try to figure something out and drive the miles to Mr [redacted] 's home to do a fulldiagnostic check out on the motorhome to try and determine what had lead to the failure of thetransmission and to also pull the transmission out and bring it back to Trademark to a full internalinspection of the transmission and figure out the failureAt that time, Kenny and Mr [redacted] weretrying to figure out when it would work out for each party involved to get this taken care of as quickly aspossibleIn order for Trademark to be able to accomplish this, they were going to have to close downthe shop for a day to drive up there and after the fix of the transmission a day to drive back up there.After much consideration, that was not feasibleThey had planned on going on a weekend day when theshop of technicians is closed, to be able to get this taken care ofThe head mechanic and the shopmanager were not able to make it up there the weekend the weekend of the 15th and the 16th beingsthat it was his daughters 3rd birthday and Easter SundayThey had proposed a plan to go up the flowingweekendMr [redacted] then proposed that he would be willing to pull the transmission out himselfbeings that he used to do it years ago if that would help save time and get this done quickerThat iswhen Kenny let him know that they did not expect Mr [redacted] to do that but if he felt obligated to do itto get this done quicker than he was more than willing beings that there was technically no warranty onthe transmission due to the fact that the misfire was never addressed.Troy then proceeded to call Mr [redacted] after getting this information from Kenny on what they haddiscussed and went over the different scenarios with Mr [redacted] on which way would work best to getthis resolvedMr [redacted] then asked Troy if he could just take it to another shop in the area and havethem figure it out and Trademark could pay the according shop in whatever needed to be doneTroythen explained to Mr [redacted] that under circumstances he would not be opposed to acustomer bringing it to another shop to have an assessment done but because the engine misfire wasnever addressed and that Troy believed that this was a direct result of the failure of the transmissionthat was just rebuiltTroy then explained to Mr [redacted] that the shop is extremely busy at this timeand it is now Thursday evening and chances of them being able to do anything in the next days is notgoing to be possible but they are more than willing to get this resolved and it would take a little extratime beings that he is so far away.April 17th, Mr [redacted] talked with Kenny at Trademark and asked what plan Kenny had come upwith to get this doneKenny stated that he would be willing to travel up to Seattle the followingweekend with another technician from the shop and check the motorhome and at that time they wouldbe able to remove the transmission and bring it back to Albany to open up the transmission, figure outwhat the failure is and try to determine what the best course of action would beAt this time Mr[redacted] texted Troy "So the only offer your shop has made to help with this is to have ME remove,deliver, pickup and reinstall the transmission that I paid $for and lasted miles and supposedlyhas a year warrantyThat is not possible for meIs that all you can do? No one can rebuild a core andtake day to drive up and swap it out? Work with another shop in the area? I am getting the feeling Igot screwed and am on my own and out $4KIf I am wrong please show me with some action." Afterthat Troy then replied" I have gotten scoop from Kenny and Baily and the builder and I have beenlistening to everything from your side also I don't have time right now to talk but I am gonna go inthere and talk it over with Kenny this evening or morning tomorrow We will figure something outIt'sa perfect storm unfortunately due to all the variables involved But we always come to some sort offinal solution that will work for everyone involvedWith that being saidEither Kenny or myself will begetting back to you by tomorrow afternoon at the latest Maybe soonerTroy-" After a few days of theshop being extremely busy, on top of trying to figure out the logistics on how to take care of thiscustomer Troy had contacted him and said this on April 20th, 2017" Kenny and I have been trying tofigure something out since I talked with you last This weekend isn't going to work for any of us Butnext weekend Kenny and I will come up and pulls trans out and bring back here" Mr [redacted] then said"It is at another shop getting repairedI have asked for my$ back from Mastercard, Revdex.com and theAttorney general officeSorry, but no response for days is unacceptableThe typical way of handling thisis t simply refer the customer to a shop in their area and work with that shopThat is what other shopsI consulted have all saidI will let you know what they find wrong, they started yesterdayEstimate atthis point is close to $for rebuild but teardown is not complete, waiting to hear backSorry itturned out like this, but I felt I was being ignored and the proposal for me to do the R&R with nocompensation totally unreasonableBeing out $4000, making it less than miles, a $tow to gethome and no productive communication I feel like I was ripped off."At this point in time there are many more text messages which Troy and Trademark will be fullycompliant with providing upon request of the conversation between Mr [redacted] and TroyThere wasno warranty issued on this as stated in the work done beings that they did not want to take care of theengine drivability issues and Mr [redacted] did acknowledge that by signing the agreement stating therewas no warranty issued until the misfire was fixedTrademark did what they could do to help resolvethe issue at handThey even offered multiple times to drive 400+ milesTrademark does not offer anational warranty so as far as the other shops saying this was protocol is not an accurate statement.Independent shops all deal with their warranties within their individual protocolsWith that being said,under these circumstances specifically involving a poor running engine that is documented and noted onthe paperwork and the fact that the customer made his own assumptions on what is considered areasonable time frame for us to be able to address his problem and for him to just take it to anothershop and attempt to do a charge back on the credit card that was used to pay us for our servicesrenderedNot only is it offensive but its also wrongEven though, this technically was not an issue to dowith Trademark, as the customer signed off on the work that was doneBottom line is this, TrademarkDID offer to remedy the situation numerous timesNot only did Kenny talk to Mr [redacted] numeroustimes about us going up there and taking care of it, but so did Troy, the ownerThe fact is Mr [redacted] isnot being truthful in stating that our only resolution was to have "him remove and bring us thetransmission"Why he would suggest that, we cannot sayBut he is the one who offered to bring us thetransmission in order to get this done quickerHopefully, the information provided will be sufficient intelling our side of the story and also state the fact that Mr [redacted] did however sign off on the workthat was done knowing that the warranty on the transmission would not be honored until the updatedignition coils and spark plugs for the engine were replaced and the engine drivability problem wascorrectedTo this point alone he should not be entitled to a refund or reimbursement ***PLEASE SEE ATTACHMENTS***

In response to the complaint filed with Revdex.com on April 20th, 2017Received on April 25th, 2017 via mailAttached will be a signed copy of the work performed at Trademark Transmissions completed on April12th, 2017.In this work order it is signed by [redacted] on April12, 2017 stating in the service...

performed that"Trademarks Rebuilt Transmission and Torque convertor service. Misfire must be resolved beforewarranty can be applied."According to this documentation signed by customer Mr. [redacted], he acknowledged that the serviceperformed had no warranty attached. It is true that on the website it does state that Trademark doesoffer a 3-year warranty on transmission rebuilds. In this particular case, Trademark made it a point inthe "service performed" section of the work order that the misfire must be resolved before thewarranty could be applied. The customer had refused to get this misfire fixed before heading out to hishome in Washington.The engine misfire was first noticed on Saturday [redacted]. Trademark is closed on the weekendshowever Troy, the owner traveled to the Linn County Fairgrounds to do a once over on the motorhometo try and help determine what was needed with the transmission and/or engine drivability concerns.After Troy scanned the vehicle for any diagnostic trouble codes and checked the condition of thetransmission fluid he then spoke with Mrs. [redacted] in person as well as Mr. [redacted] from his cell phoneand explained to them both that the transmission fluid was burnt and contaminated which is a sign oftransmission problems and or failure. Also, he let Mr. [redacted] know that there were diagnostic troublecodes related to the transmission as well as the engine. The motorhome had numerous engine misfirecodes relating to 5 cylinders plus the main computer for the motorhome recorded hundreds of misfiresdetected that resulted in those codes being set. At that point Troy, the owner of Trademark advisedagainst driving the motorhome because he believed it could cause more damage that might not havealready been done due to the fact that they had a transmission problem as well as an engine problem.April 2"d, 2017 the owner Troy, met the tow company at Trademark to accept the vehicle on behalf ofthe [redacted]'s at his shop. At that time, he tagged the keys to the motorhome and set up a work order tobe started at 8 am on Monday, April3rd, 2017.Monday, April3rd, 2017 Trademark performed a full diagnostic checkout on the transmission and engineof the motor home and reconfirmed the codes and drivability problems which included a code fortransmission range sensor circuit fault and vehicle speed sensor fault as well as 5 different cylindermisfire codes. The transmission fluid was very dark and burnt meaning it had gotten extremely hot andyou could smell the burnt transmission fluid on the dipstick. The only question at that time was if theyhad an additional electrical problem related to the transmission, since it had transmission range switchcodes. During the day Monday the technician working on the vehicle was doing research related tothose transmission codes as listed above to determine if we needed to address issues in the electricalsystem on the transmission before we pulled the transmission out for an internal inspection.Tuesday, April 4th, 2017 at 10:30 AM Mr. [redacted] texted Troy to ask him if they had a chance to look atthe motor home yet. Troy had stated "We might have an electrical issue with transmission and maybenot have to rebuild it ... Hopefully .... Plus engine needs coils and major tune up" Mr. [redacted] then repliedat 11:22 AM "Yes, I planned on doing plugs and coils soon. Its rarely home long enough for me to domaintenance! she drives the wheels off that thing" A little later that afternoon Trademark removed thetransmission oil and inspection pan and found an excessive amount of metal contamination and clutchmaterial which indicates internal transmission failure. At that point, Trademark called Mr. [redacted] andexplained what they had found and confirmed the transmission needs to be rebuilt. As well as replacingthe electrical components related to the transmission codes that were sent to the main computer. Atthat time customer then gave the OK to proceed with repairs and Trademark removed the transmissionto disassemble and order parts needed to rebuild the transmission.April 5th, 2017 late in the afternoon Mr. [redacted] texted Troy, the owner "Any update? Any idea if it willbe done by closing Friday? Thank you!" Beings that it was that late in the day, Troy was not able torespond.April 6th, 2017 Troy called Mr. [redacted] and left a message for Mr. [redacted] to call the shop back becausethe shop had an update for him on what was found inside the transmission and also to explain what wasneeded to make the engine run properly so as to ensure that the motor would not cause the newlyrebuilt transmission to fail. After leaving that message, Troy sent a text to Mr. [redacted] at 2:30 PMstating "I left you a message ... Looks like needs coils and plugs to correct the misfire ... Then with rebuildof transmission and the tune up should be good" Sometime a bit later that day, Mr. [redacted] called andspoke with Troy at the shop. At that time, Troy explained all the different components that the shop wasgoing to replace during the rebuild. During that same conversation, Troy also explained to Mr. [redacted]that he needs the new updated ignition coils which are a common failure in these particular enginemodels. Troy went on to explain how important it is to replace these coils due to the fact that anunderpowered engine or misfiring engine can directly result in a failed transmission especially with theweight a motorhome like his has and how much power it takes to push it down the road. After statingthis to Mr. [redacted], Troy proceeded to give Mr. [redacted] the quote on what it would take to replace theignition coils and spark plugs. Troy then offered Mr. [redacted] a discounted estimate due to the fact thatthis is a common problem with these particular engines and Trademark purchases these coils in bulk inorder to offer their customers a discounted rate on the coils. Troy was then offering another discount toMr. [redacted], beings that the motorhome was already in the shop and they could do it all at the sametime. After explaining this to Mr. [redacted], Mr. [redacted] then said that he didn't feel like the enginemisfire was that bad and he felt like it could wait. Troy again reiterated the importance of taking care ofthis misfire now due to the fact that this transmission failure was most likely related to the enginemisfiring on 5 cylinders. Again, Mr. [redacted] said to Troy that he used to work on cars 30 years ago for aliving and that he felt he could install the plugs and coils himself and that time Troy stated one moretime that the scanner indicated hundreds of misfires on 5 different cylinders. Mr. [redacted] thenproceeded to tell Troy that he didn't believe that the misfire was that bad and that's when Troy askedMr. [redacted] when the last time is that he really checked it out was. Mr. [redacted] said he hasn't had achance to check it out since she isn't home much beings that she's gone most of the time doing dogshows and is not home long enough for him to have the time to really check it out. That's when Troythen stated he remembered a conversation with Mr. [redacted]s wife about her saying that motorhomehad not been running correctly and she felt like it was underpowered when trying to accelerate and wasgetting progressively worse and then on her way to Albany, OR from Seattle, WA, she stated to Troy andhis girlfriend both when they came to look at the motorhome on April 1st that she was scared to stopbecause the engine would die or want to die every time she came to a stop and/or when she wasslowing down. At that point in the conversation is when Mr. [redacted] asked if it was ok if he could justreplace the plugs and coils himself and Troy said yes, it is ok for you to put them in yourself but theyneed to be done right away or it could result in a failure in the transmission again. Mr. [redacted] then toldTroy that he said that he understood. Troy said OK, but in order to activate the warranty on thetransmission the coils and plugs need to be replaced. At that point, Troy said someone from the shopwill be contacting him in the next day or two to let them know when the motorhome will be ready to bepicked up.April 12th, 2017 Mr. and Mrs. [redacted] then came to Trademark to pick up the motorhome around 11 amthis day. The office staff then presented them with the final invoice at that time they paid the remainingbalance of+ $1500.00 which was the balance due on the repairs of the transmission overhaul. At thattime, the office staff went over the final invoice that shows all the parts that were replaced and laborincluded in the overhaul. Included on that final invoice right above the parts and labor required sectionis the "service performed" section. In the service performed section it states "Trademarks RebuiltTransmission and Torque converter service. Misfire must be resolved before warranty can be applied."At that time, [redacted] signed the completion statement which is acknowledging the completion ofthe repairs on his vehicle and that he understands and accepts the terms. At this time, the office staffthen handed Mr. and Mrs. [redacted] their keys and sent them on their way.At the end of the day on April 12th, 2017 Kenny (shop manager) received a phone call from Mr. [redacted]stating that the transmission had started to slip bad about 20 miles from their home. Mr. [redacted] toldKenny that he had a tow truck on its way to pick up the motorhome. Mr. [redacted] also sent a text toTroy's personal cell phone, which Mr. [redacted] had gotten in his phone due to the prior weekend ofsetting up a preliminary checkout by Troy. In that text Mr. [redacted] stated "We made it 20 miles fromhome. Started slipping bad. Fluid is full and does not smell burned. Sounds like a bucket of gravel whenit starts to move. Tow truck on the way to take it home. Any suggestions? [redacted]"April 13th, 2017 1:57 PM Mr. [redacted] said "Please call me as soon as possible on this. Hopefully we canget this resolved quickly. I have spoken with 3 different people at your shop already. Thank you. [redacted]"After Troy received that text he contacted the shop manager. Troy and Kenny discussed what was talkedabout between Kenny and Mr. [redacted], Kenny stated to Troy that he asked Mr. [redacted] if he hadreplaced the coils and the plugs before he headed home to Seattle. At that time, Mr. [redacted] statedthat he did not replaced the coils that he was under the impression with the conversation he had withTroy a few days before that he would be fine not replacing those until he was back home. Now, Kennyalso said that during this conversation Mr. [redacted] wanted to take the motorhome to another shop intheir area and have another shop look at and fix the issue at hand. Kenny let Mr. [redacted] know that thisis now a gray area beings that the shop had notified the customer that he needed to have the coils andplugs replaced BEFORE the warranty could be applied. Kenny explained that we do not have a nationalwarranty program, that works with other shops. Kenny at that time let Mr. [redacted] know that we wouldbe willing to try to figure something out and drive the 220 miles to Mr. [redacted]'s home to do a fulldiagnostic check out on the motorhome to try and determine what had lead to the failure of thetransmission and to also pull the transmission out and bring it back to Trademark to a full internalinspection of the transmission and figure out the failure. At that time, Kenny and Mr. [redacted] weretrying to figure out when it would work out for each party involved to get this taken care of as quickly aspossible. In order for Trademark to be able to accomplish this, they were going to have to close downthe shop for a day to drive up there and after the fix of the transmission a day to drive back up there.After much consideration, that was not feasible. They had planned on going on a weekend day when theshop of 3 technicians is closed, to be able to get this taken care of. The head mechanic and the shopmanager were not able to make it up there the weekend the weekend of the 15th and the 16th beingsthat it was his daughters 3rd birthday and Easter Sunday. They had proposed a plan to go up the flowingweekend. Mr. [redacted] then proposed that he would be willing to pull the transmission out himselfbeings that he used to do it 30 years ago if that would help save time and get this done quicker. That iswhen Kenny let him know that they did not expect Mr. [redacted] to do that but if he felt obligated to do itto get this done quicker than he was more than willing beings that there was technically no warranty onthe transmission due to the fact that the misfire was never addressed.Troy then proceeded to call Mr. [redacted] after getting this information from Kenny on what they haddiscussed and went over the different scenarios with Mr. [redacted] on which way would work best to getthis resolved. Mr. [redacted] then asked Troy if he could just take it to another shop in the area and havethem figure it out and Trademark could pay the according shop in whatever needed to be done. Troythen explained to Mr. [redacted] that under normal circumstances he would not be opposed to acustomer bringing it to another shop to have an assessment done but because the engine misfire wasnever addressed and that Troy believed that this was a direct result of the failure of the transmissionthat was just rebuilt. Troy then explained to Mr. [redacted] that the shop is extremely busy at this timeand it is now Thursday evening and chances of them being able to do anything in the next 3 days is notgoing to be possible but they are more than willing to get this resolved and it would take a little extratime beings that he is so far away.April 17th, 2017 Mr. [redacted] talked with Kenny at Trademark and asked what plan Kenny had come upwith to get this done. Kenny stated that he would be willing to travel up to Seattle the followingweekend with another technician from the shop and check the motorhome and at that time they wouldbe able to remove the transmission and bring it back to Albany to open up the transmission, figure outwhat the failure is and try to determine what the best course of action would be. At this time Mr.[redacted] texted Troy "So ... the only offer your shop has made to help with this is to have ME remove,deliver, pickup and reinstall the transmission that I paid $4000 for and lasted 180 miles and supposedlyhas a 3 year warranty. That is not possible for me. Is that all you can do? No one can rebuild a core andtake 1 day to drive up and swap it out? Work with another shop in the area? I am getting the feeling Igot screwed and am on my own and out $4K. If I am wrong please show me with some action." Afterthat Troy then replied" ... I have gotten scoop from Kenny and Baily and the builder and I have beenlistening to everything from your side also ... I don't have time right now to talk but I am gonna go inthere and talk it over with Kenny this evening or morning tomorrow ... We will figure something out... It'sa perfect storm unfortunately due to all the variables involved ... But we always come to some sort offinal solution that will work for everyone involved. With that being said. Either Kenny or myself will begetting back to you by tomorrow afternoon at the latest ... Maybe sooner. Troy-" After a few days of theshop being extremely busy, on top of trying to figure out the logistics on how to take care of thiscustomer Troy had contacted him and said this on April 20th, 2017" Kenny and I have been trying tofigure something out since I talked with you last ... This weekend isn't going to work for any of us ... Butnext weekend Kenny and I will come up and pulls trans out and bring back here" Mr. [redacted] then said"It is at another shop getting repaired. I have asked for my$ back from Mastercard, Revdex.com and theAttorney general office. Sorry, but no response for days is unacceptable. The typical way of handling thisis t simply refer the customer to a shop in their area and work with that shop. That is what 3 other shopsI consulted have all said. I will let you know what they find wrong, they started yesterday. Estimate atthis point is close to $4000 for rebuild but teardown is not complete, waiting to hear back. Sorry itturned out like this, but I felt I was being ignored and the proposal for me to do the R&R with nocompensation totally unreasonable. Being out $4000, making it less than 200 miles, a $480 tow to gethome and no productive communication ... I feel like I was ripped off."At this point in time there are many more text messages which Troy and Trademark will be fullycompliant with providing upon request of the conversation between Mr. [redacted] and Troy. There wasno warranty issued on this as stated in the work done beings that they did not want to take care of theengine drivability issues and Mr. [redacted] did acknowledge that by signing the agreement stating therewas no warranty issued until the misfire was fixed. Trademark did what they could do to help resolvethe issue at hand. They even offered multiple times to drive 400+ miles. Trademark does not offer anational warranty so as far as the other shops saying this was protocol is not an accurate statement.Independent shops all deal with their warranties within their individual protocols. With that being said,under these circumstances specifically involving a poor running engine that is documented and noted onthe paperwork and the fact that the customer made his own assumptions on what is considered areasonable time frame for us to be able to address his problem and for him to just take it to anothershop and attempt to do a charge back on the credit card that was used to pay us for our servicesrendered. Not only is it offensive but its also wrong. Even though, this technically was not an issue to dowith Trademark, as the customer signed off on the work that was done. Bottom line is this, TrademarkDID offer to remedy the situation numerous times. Not only did Kenny talk to Mr. [redacted] numeroustimes about us going up there and taking care of it, but so did Troy, the owner. The fact is Mr. [redacted] isnot being truthful in stating that our only resolution was to have "him remove and bring us thetransmission". Why he would suggest that, we cannot say. But he is the one who offered to bring us thetransmission in order to get this done quicker. Hopefully, the information provided will be sufficient intelling our side of the story and also state the fact that Mr. [redacted] did however sign off on the workthat was done knowing that the warranty on the transmission would not be honored until the updatedignition coils and spark plugs for the engine were replaced and the engine drivability problem wascorrected. To this point alone he should not be entitled to a refund or reimbursement.  [redacted]PLEASE SEE ATTACHMENTS[redacted]