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UAP/NAPA Auto Parts (North Hill)

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UAP/NAPA Auto Parts (North Hill) Reviews (6)

Complaint: [redacted] I am rejecting this response because: Ms [redacted] here. I just returned from out of town and here is my reply to Cavendar response: I said upon entry to the dealership that the check engine light was on and to "check it out". Mr. [redacted] asked what was wrong and I laughed and said "That's why I brought it to you.... [redacted] test drove it and didn't notice anything and nothing seems to be different...but the check engine light is on. I told Mr. [redacted] that I understood there was some codes that could be checked and that also the auto parts place checked the codes the day before and [redacted] suggested I take it on over to Cavendar Chev. to check out the transmission since one of the codes had something or other to do with the transmission. Mr. [redacted] asked me if I wanted the transmission serviced, then, and I said whatever to fix it...call my husband and discuss it with him if you like and decide what needs to be done. I came back that afternoon to pick up a car seat for the grandchildren from the truck and another service rep said to just take the truck...it was fixed... and that Mr. [redacted] was gone for the day. This was Friday afternoon about 2:30 pm. As I drove down the highway away from Cavendar to pick up grandaughter from school in Boerne I noticed the light was on and called ***. He said "call Cavendar and tell them...they may just need to re-set it or something...check with them." I called the phone number on a business card I'd picked up and reached Mr. [redacted] and told him the engine light was still on... did they need to re-set it or something..was it alright to drive or turn around and bring it back. He said "Oh, weren't we just servicing the transmission?" I said "well, if that's what'll turn that light off". He then said to just bring it back sometime next week and they'd take care of it. Had he said "No, I wouldn't drive it until we check it out" then I would not have driven it at all. As it was, I was left with the impression that it was simply a "re-set" the code so the light would go out.... that having checked the transmission and doing whatever "servicing" meant that they'd checked it out and everything was fine. I don't know anything about the mechanics of a truck but THEY DO! The next morning(Saturday) I took the truck to Cascade Caverns (we live in [redacted] so that's around 5 miles?) and picked up my 800lb little gelding in my small 2 horse slant and headed for the Ranch but only made it to Kerrville when it seemed to be loosing power going up a steep hill. (approximately 95 miles driven). I had never experienced anything like this...it's a smooth riding 3/4 ton Chevy and I love driving it. I was in left lane and no place to pull over....very scary...traffic in front back and right side of me....and I worked my way over to the right shoulder at the top of the hill. I was looking at the guages and all three were where they regularly are (not showing hot) and I did not know what was happening... but then I saw & smelled smoke when I stopped there...jumped out and then a dps officer came to my aid. I called AAA for assistance....tow. I drive the truck maybe once a week, and about once a month I take the horse out to the ranch for a weekend. I drive carefully and safely and do not overextend my truck....and no problems were happening with the truck ....nothing different at all except that light came on and I figured I should have it checked out because I wanted to go out to the ranch with this little horse for the weekend. This was on Friday got it back from Cavendar and on Saturday I drove it with trailer and transmission burned up....(Approximately 95 miles) apparently not getting any fluids to the gears as per the transmission specialist. Cavendar’s response does not mention the “servicing” ticket .which says CAVENDAR replaced the transmission filter so says the servicing bill (and crushed it) .THEY (Cavendar) removed the transmission pan (so says the servicing ticket/bill) and it sounds like in Cavendar’s response that they are claiming now that it had previous damage would surely have seen it then, too, when they’d removed the pan wouldn’t you think? And THEY did a “test drive” but Cavendar’s response DOES state that after the transmission blew up that they realized the transmission filter was crushed. That’s the filter THEY put on it. That’s the filter that would not let any fluids get to the gears causing it to overheat and much damage because of it. The test drive would have shown the engine light on and they certainly should have been alerted (as was I) that they were letting a vehicle leave “still with a problem”. We brought the truck in to the dealership with engine light on and for them to check for problems as we could not detect any problem driving it ..as we are not mechanics. What they then did during their transmission servicing is what caused the transmission to overheat. Crushed filter. [redacted] told me that the tow truck took the truck to the dealership and Cavendar said they would "sell" him a new transmission which would cost us about $4000, then....but would not take any responsibility for their servicing of the transmission .and no further explanation. Their statement in their response that “Mr. [redacted] refused any repairs” was a bit ambiguous and deceptive. Since there is no logical reason provided that a transmission should burn up after being serviced and only traveling 95 miles . I gathered [redacted] did not trust Cavendar at that point and opted to get an independent transmission specialist to analyze the situation and correct the problem since Cavendar refused responsibility. Cavendar again refused to assist or accept with remedies . I was there at the transmission specialists to pick the truck back up and he said he had called Cavendar and explained what he was looking at and the problem that caused it to burn up was the servicing of the transmission. He was told by Cavendar that they basically didn't want to discuss it. The transmission specialist said hands down that the "servicing" would have been the only way that the things that were wrong could have happened.... the filter was crushed and therefore the fluids could not get to the gears and the gears burned up along with the sensors. His statement is in writing. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */ Regards, [redacted] & [redacted] ***

Please see response

Please see attached letter

*** ***, Service Advisor received a phone call from Mr*** mid week and asked *** if we had any good transmission techniciansMr*** said he went to another place to find out why his SES light was on and they said he had two stored codes in the computerMr
*** told *** one was a mass air flow sensor and one was a transmission codeMr*** told *** he would send it in for a transmission serviceMrs*** brought the vehicle in for the transmission service and *** asked her what she wanted to have doneShe told *** to call Mr*** called Mr*** and asked what he wanted to have done and Mr*** said only perform the transmission serviceOur technician noted on the multipoint inspection that the check engine light was onWhen Mrs*** picked up the vehicle after the transmission was serviced, she mentioned that the check engine light was still on*** told her that Mr*** said he only wanted to have the transmission servicedMr*** towed the vehicle in over the weekendMr*** said the people who scanned the codes said that a transmission service would fix the transmission code concernMr*** told *** he was towing a horse trailer over the weekend when the transmission quit workingThe technician went to the parking lot to look at the vehicle and inspected the underside of vehicleThere was transmission fluid all around the back half of the transmissionThe technician pushed the vehicle into the shop and lifted the vehicle for further inspectionHe checked the transmission pan gasket and found no leaksHe checked the transmission fluid level and found it to be about a quart low and very dark in color, burnt and smelled badly. The technician showed this vehicle to the shop foreman and the shop foreman noticed the fluid was coming from the transmission vent/overflow tube at the top of the transmission and that the electrical connector that goes into the transmission housing and the plastic fittings around the transmission cooler lines were badly meltedThe shop foreman instructed the technician to pull the transmission pan for further inspectionAfter removing the transmission pan the shop foreman and the technician found the transmission filter was badly melted and had cracked from the heatThey also found the transmission solenoid housing was meltedThey drained the fluid through a screen and found melted plastic pieces and debris from the filterThe shop foreman tried to remove the transmission filter and the neck of the filter broke offWe then advised *** that this vehicle would need a transmission and *** advised Mr***Mr*** declined the repairThe shop foreman instructed the technician to lay the filter in the pan in the area of the pickup tube and put the pan back onThis vehicle had a transmission issue before Mr*** brought it in for serviceCavender Chevrolet is not responsible for the failure of the transmission

Complaint: [redacted]
I am rejecting this response because:
Ms [redacted] hereI just returned from out of town and here is my reply to
Cavendar response: I said upon entry to the dealership that the check
engine light was on and to "check it out". Mr[redacted] asked what
was wrong and I laughed and said "That's why I brought it to you....[redacted]
test drove it and didn't notice anything and nothing seems to be
different...but the check engine light is onI told Mr[redacted] that I understood
there was some codes that could be checked and that also the auto parts place
checked the codes the day before and [redacted] suggested I take it on over to
Cavendar Chev. to check out the transmission since one of the codes had
something or other to do with the transmission Mr[redacted] asked me if I
wanted the transmission serviced, then, and I said whatever to fix
it...call my husband and discuss it with him if you like and decide what needs
to be done I came back that afternoon to pick up a car seat for the
grandchildren from the truck and another service rep said to just take the
truck...it was fixedand that Mr[redacted] was gone for the dayThis was Friday
afternoon about 2:pm. As I drove down the highway away from
Cavendar to pick up grandaughter from school in Boerne I noticed the light was
on and called [redacted]. He said "call Cavendar and tell them...they may
just need to re-set it or something...check with them." I
called the phone number on a business card I'd picked up and reached Mr[redacted]
and told him the engine light was still ondid they need to re-set it or
something..was it alright to drive or turn around and bring it back.
He said "Oh, weren't we just servicing the transmission?" I
said "well, if that's what'll turn that light off". He then
said to just bring it back sometime next week and they'd take care of it
Had he said "No, I wouldn't drive it until we check it out"
then I would not have driven it at all. As it was, I was left with the
impression that it was simply a "re-set" the code so the light would
go outthat having checked the transmission and doing whatever
"servicing" meant that they'd checked it out and everything was fine.
I don't know anything about the mechanics of a truck but THEY DO! The
next morning(Saturday) I took the truck to Cascade Caverns (we live in [redacted] so that's around miles?) and picked up my 800lb little gelding in my
small horse slant and headed for the Ranch but only made it to Kerrville when
it seemed to be loosing power going up a steep hill. (approximately
miles driven). I had never experienced anything like
this...it's a smooth riding 3/ton Chevy and I love driving it I
was in left lane and no place to pull over....very scary...traffic in front
back and right side of me....and I worked my way over to the right shoulder at
the top of the hill. I was looking at the guages and all three were where
they regularly are (not showing hot) and I did not know what was happening
but then I saw & smelled smoke when I stopped there...jumped out and then a
dps officer came to my aid. I called AAA for
assistance....tow. I drive the truck maybe once a week, and about
once a month I take the horse out to the ranch for a weekend I drive
carefully and safely and do not overextend my truck....and no problems were
happening with the truck ....nothing different at all except that light came on
and I figured I should have it checked out because I wanted to go out to the
ranch with this little horse for the weekend. This was on Friday got it
back from Cavendar and on Saturday I drove it with trailer and transmission
burned up....(Approximately miles)
apparently not getting any fluids to the
gears as per the transmission specialist
Cavendar's response does not mention the "servicing" ticket
.which
says CAVENDAR replaced the transmission filter so says the servicing bill (and crushed
it)
.THEY (Cavendar) removed the transmission pan (so says the servicing ticket/bill)
and it sounds like in Cavendar's response that they are claiming now that it
had previous damage would surely have
seen it then, too, when they'd removed the pan wouldn't you think? And THEY did a "test drive"
but
Cavendar's response DOES state that after the transmission blew up that they
realized the transmission filter was crushed.
That's the filter THEY put on it.
That's the filter that would not let any fluids get to the gears causing
it to overheat and much damage because of it.
The test drive would have shown the engine light on and they certainly should
have been alerted (as was I) that
they were letting a vehicle leave "still with a problem". We brought the truck in to the dealership with
engine light on and for them to check for problems as we could not detect any
problem driving it
..as we are not mechanicsWhat they then did during their
transmission servicing is what caused the transmission to overheatCrushed
filter
[redacted] told me that the tow truck took the truck to the dealership and Cavendar said they would "sell"
him a new transmission which would cost us about $4000, then....but would not take any responsibility for their
servicing of the transmission
.and no further explanation. Their statement in their response that "Mr
[redacted] refused any repairs" was a bit ambiguous and deceptive. Since there is no logical reason provided that
a transmission should burn up after being serviced and only traveling miles
I gathered [redacted] did not trust Cavendar at that point and opted to get an
independent transmission specialist to analyze the situation and correct the
problem since Cavendar refused responsibility. Cavendar again refused to assist or accept
with remedies
I was there at the transmission specialists to pick the truck
back up and he said he had called Cavendar and explained what he was looking at
and the problem that caused it to burn up was the servicing of the
transmission. He was told by Cavendar
that they basically didn't want to discuss it. The transmission
specialist said hands down that the "servicing" would have been the
only way that the things that were wrong could have happenedthe filter was
crushed and therefore the fluids could not get to the gears and the gears
burned up along with the sensors.
His statement is in writing.
Regards,
[redacted] & [redacted]

My sales team is working very diligently in trying to help Ms. [redacted].

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