Initial Business Response / [redacted] (1000, 6, 2015/01/09) */ Uptown Imports Response to Revdex.com Case# [redacted] , [redacted] Let me start by saying I am sorry for your experienceWe have tried reaching out to you several times to resolve this issue but have not gotten any response back I have spent quite some time going over the procedures and the billing of your recent visitI think there needs to be more clarification to you of the charges and how the diagnosis process was completedThe diagnosis started with a scan of the complete car (all computers) then a test drive for to minutesAfter this was done the technician could not recreate the symptomHe then called and spoke to your husband to get more information from him to find out how and when the symptom occurredIn that conversation the technician was told by your husband that the transmission did not have the symptom until the car was driven at least minutesSubsequently your car was driven again for that long and then the technician experienced the symptom that your car's transmission was having The technician then brought your car back into the shop and checked the transmission fluid level and conditionYour car's transmission has no dipstickTo check the fluid level and condition, the vehicle has to go cold to a temperature between to C (to F) with a scan tool attached to the car to monitor the temperature of the fluidThe car needs to be on a hoist because the fluid level is checked from a plug at the bottom of the transmissionThis takes to minutes in the shop idlingWe then saw that the fluid was low and very dark That is when the technician suggested we change the fluid in the transmission as the next step in diagnosisThe technician also noted that there was an oil leak somewhere under the car and may have been the cause of the low fluid level and suggested degreasing and pressure washing the underside of the engine so we could try to find the source of the leak The service advisor told you about the fluid condition and asked when the fluid had been changed lastYou replied that it had never been changed since you owned the car, which had 111,miles on it and you had owned the car since it had 40,miles on itThe service advisor also explained the fluid change intervals on the transmission, which was way overdue He advised you to try changing the fluid to see if that would take care of the problemHe also explained that this may not fix the issue with your transmissionSo you were aware of this before we proceeded, with your approval, to change the fluid and filterAt this point I would like to explain what transmission fluid doesTransmission fluid has hydraulic, friction and lubrication properties that can cause erratic shifting if the fluid is extremely old or the level is low, symptoms which your car was experiencingI might add that many times replacing the fluid and the filter will take care of shifting issues The fluid and filter was changed, the fluid level checked again and the technician drove the car again for minutes or more to see if the symptom reoccurredAfter driving for that time, the technician experienced the shifting issue again The technician then brought your car back into the shop and made a call to our diagnostic hotline "Identifix" at a charge incurred of $The hotline diagnostician told the technician to access the transmission computer and unplug it to see if the car would move with it unpluggedTo access the transmission computer, the drivers front wheel needs to be removed and the inner fender covering removed as wellThe technician then did this and the car would move, so the next step in diagnosis was to reset throttle body adaptation through the scan tool and reset the transmission kickdown basic settingsThe throttle body adaptation can be off if the fluid is old because the transmission computer will try to adapt to shift properly with the old fluidThe technician performed all these operations, reinstalled the transmission computer and drove your car again for minutes before it could be determined that there was a mechanical issue in the transmissionThat is when it was reported to you that the transmission had internal problems with the valve body and may need to be replaced or rebuilt at some pointWhen you asked how long the transmission would last the advisor replied that "it could be a month or it could be a year, I do not know"Your transmission still functions but has delayed shifts after the car is driven for over minutesWe spent almost hours over the time your car was here to diagnose your car correctlyWe also removed and reinstalled the transmission computer and reset adaptations at no charge as a courtesy to you At this point, it is my hope with all the explanation I have provided you that you'll agree with me the charges, along with the steps to diagnose your car, have been substantiated At this time I'd like to add that I am sorry that the outcome was different than what both of us desiredBut we did not misdiagnose your car as you claim, or knew ahead of time what was wrong with the transmission before the diagnostic steps were performed I have included documentation on the procedures to check transmission fluid level, throttle body adaptation and kickdown basic settings along with the billing from "Identifix" Please be advised that the oil leak needs to be reassessed at no charge to you, we just need you to setup a time to come in for this Sincerely [redacted] Owner, Uptown Imports
Initial Business Response /* (1000, 6, 2015/01/09) */
Uptown Imports Response to Revdex.com Case# [redacted]
Let me start by saying I am sorry for your experience. We have tried reaching out to you
several times to resolve this issue but have not gotten any response back.
I have spent...
quite some time going over the procedures and the billing of your recent visit. I
think there needs to be more clarification to you of the charges and how the diagnosis
process was completed. The diagnosis started with a scan of the complete car (all computers)
then a test drive for 10 to 15 minutes. After this was done the technician could not recreate
the symptom. He then called and spoke to your husband to get more information from him to
find out how and when the symptom occurred. In that conversation the technician was told by
your husband that the transmission did not have the symptom until the car was driven at least
20 minutes. Subsequently your car was driven again for that long and then the technician
experienced the symptom that your car's transmission was having.
The technician then brought your car back into the shop and checked the transmission fluid
level and condition. Your car's transmission has no dipstick. To check the fluid level and
condition, the vehicle has to go cold to a temperature between 35 to 40 C (95 to 104 F) with a
scan tool attached to the car to monitor the temperature of the fluid. The car needs to be on a
hoist because the fluid level is checked from a plug at the bottom of the transmission. This
takes 10 to 15 minutes in the shop idling. We then saw that the fluid was low and very dark.
That is when the technician suggested we change the fluid in the transmission as the next
step in diagnosis. The technician also noted that there was an oil leak somewhere under the
car and may have been the cause of the low fluid level and suggested degreasing and
pressure washing the underside of the engine so we could try to find the source of the leak.
The service advisor told you about the fluid condition and asked when the fluid had been
changed last. You replied that it had never been changed since you owned the car, which had
111,000 miles on it and you had owned the car since it had 40,000 miles on it. The service
advisor also explained the fluid change intervals on the transmission, which was way overdue.
He advised you to try changing the fluid to see if that would take care of the problem. He also
explained that this may not fix the issue with your transmission. So you were aware of this
before we proceeded, with your approval, to change the fluid and filter. At this point I would
like to explain what transmission fluid does. Transmission fluid has hydraulic, friction and
lubrication properties that can cause erratic shifting if the fluid is extremely old or the level is
low, symptoms which your car was experiencing. I might add that many times replacing the
fluid and the filter will take care of shifting issues.
The fluid and filter was changed, the fluid level checked again and the technician drove the
car again for 20 minutes or more to see if the symptom reoccurred. After driving for that time,
the technician experienced the shifting issue again.
The technician then brought your car back into the shop and made a call to our diagnostic
hotline "Identifix" at a charge incurred of $32.40. The hotline diagnostician told the technician
to access the transmission computer and unplug it to see if the car would move with it
unplugged. To access the transmission computer, the drivers front wheel needs to be
removed and the inner fender covering removed as well. The technician then did this and the
car would move, so the next step in diagnosis was to reset throttle body adaptation through
the scan tool and reset the transmission kickdown
basic settings. The throttle body
adaptation can be off if the fluid is old because the transmission computer will try to adapt to
shift properly with the old fluid. The technician performed all these operations, reinstalled the
transmission computer and drove your car again for 20 minutes before it could be determined
that there was a mechanical issue in the transmission. That is when it was reported to you
that the transmission had internal problems with the valve body and may need to be replaced
or rebuilt at some point. When you asked how long the transmission would last the advisor
replied that "it could be a month or it could be a year, I do not know". Your transmission still
functions but has delayed shifts after the car is driven for over 20 minutes. We spent almost 3
hours over the time your car was here to diagnose your car correctly. We also removed and
reinstalled the transmission computer and reset adaptations at no charge as a courtesy to
you.
At this point, it is my hope with all the explanation I have provided you that you'll agree with
me the charges, along with the steps to diagnose your car, have been substantiated.
At this time I'd like to add that I am sorry that the outcome was different than what both of us
desired. But we did not misdiagnose your car as you claim, or knew ahead of time what was
wrong with the transmission before the diagnostic steps were performed.
I have included documentation on the procedures to check transmission fluid level, throttle
body adaptation and kickdown
basic settings along with the billing from "Identifix".
Please be advised that the oil leak needs to be reassessed at no charge to you, we just need
you to setup a time to come in for this.
Sincerely
[redacted]
Owner, Uptown Imports
Initial Business Response / [redacted] (1000, 6, 2015/01/09) */ Uptown Imports Response to Revdex.com Case# [redacted] , [redacted] Let me start by saying I am sorry for your experienceWe have tried reaching out to you several times to resolve this issue but have not gotten any response back I have spent quite some time going over the procedures and the billing of your recent visitI think there needs to be more clarification to you of the charges and how the diagnosis process was completedThe diagnosis started with a scan of the complete car (all computers) then a test drive for to minutesAfter this was done the technician could not recreate the symptomHe then called and spoke to your husband to get more information from him to find out how and when the symptom occurredIn that conversation the technician was told by your husband that the transmission did not have the symptom until the car was driven at least minutesSubsequently your car was driven again for that long and then the technician experienced the symptom that your car's transmission was having The technician then brought your car back into the shop and checked the transmission fluid level and conditionYour car's transmission has no dipstickTo check the fluid level and condition, the vehicle has to go cold to a temperature between to C (to F) with a scan tool attached to the car to monitor the temperature of the fluidThe car needs to be on a hoist because the fluid level is checked from a plug at the bottom of the transmissionThis takes to minutes in the shop idlingWe then saw that the fluid was low and very dark That is when the technician suggested we change the fluid in the transmission as the next step in diagnosisThe technician also noted that there was an oil leak somewhere under the car and may have been the cause of the low fluid level and suggested degreasing and pressure washing the underside of the engine so we could try to find the source of the leak The service advisor told you about the fluid condition and asked when the fluid had been changed lastYou replied that it had never been changed since you owned the car, which had 111,miles on it and you had owned the car since it had 40,miles on itThe service advisor also explained the fluid change intervals on the transmission, which was way overdue He advised you to try changing the fluid to see if that would take care of the problemHe also explained that this may not fix the issue with your transmissionSo you were aware of this before we proceeded, with your approval, to change the fluid and filterAt this point I would like to explain what transmission fluid doesTransmission fluid has hydraulic, friction and lubrication properties that can cause erratic shifting if the fluid is extremely old or the level is low, symptoms which your car was experiencingI might add that many times replacing the fluid and the filter will take care of shifting issues The fluid and filter was changed, the fluid level checked again and the technician drove the car again for minutes or more to see if the symptom reoccurredAfter driving for that time, the technician experienced the shifting issue again The technician then brought your car back into the shop and made a call to our diagnostic hotline "Identifix" at a charge incurred of $The hotline diagnostician told the technician to access the transmission computer and unplug it to see if the car would move with it unpluggedTo access the transmission computer, the drivers front wheel needs to be removed and the inner fender covering removed as wellThe technician then did this and the car would move, so the next step in diagnosis was to reset throttle body adaptation through the scan tool and reset the transmission kickdown basic settingsThe throttle body adaptation can be off if the fluid is old because the transmission computer will try to adapt to shift properly with the old fluidThe technician performed all these operations, reinstalled the transmission computer and drove your car again for minutes before it could be determined that there was a mechanical issue in the transmissionThat is when it was reported to you that the transmission had internal problems with the valve body and may need to be replaced or rebuilt at some pointWhen you asked how long the transmission would last the advisor replied that "it could be a month or it could be a year, I do not know"Your transmission still functions but has delayed shifts after the car is driven for over minutesWe spent almost hours over the time your car was here to diagnose your car correctlyWe also removed and reinstalled the transmission computer and reset adaptations at no charge as a courtesy to you At this point, it is my hope with all the explanation I have provided you that you'll agree with me the charges, along with the steps to diagnose your car, have been substantiated At this time I'd like to add that I am sorry that the outcome was different than what both of us desiredBut we did not misdiagnose your car as you claim, or knew ahead of time what was wrong with the transmission before the diagnostic steps were performed I have included documentation on the procedures to check transmission fluid level, throttle body adaptation and kickdown basic settings along with the billing from "Identifix" Please be advised that the oil leak needs to be reassessed at no charge to you, we just need you to setup a time to come in for this Sincerely [redacted] Owner, Uptown Imports
Initial Business Response /* (1000, 6, 2015/01/09) */
Uptown Imports Response to Revdex.com Case# [redacted]
Let me start by saying I am sorry for your experience. We have tried reaching out to you
several times to resolve this issue but have not gotten any response back.
I have spent...
quite some time going over the procedures and the billing of your recent visit. I
think there needs to be more clarification to you of the charges and how the diagnosis
process was completed. The diagnosis started with a scan of the complete car (all computers)
then a test drive for 10 to 15 minutes. After this was done the technician could not recreate
the symptom. He then called and spoke to your husband to get more information from him to
find out how and when the symptom occurred. In that conversation the technician was told by
your husband that the transmission did not have the symptom until the car was driven at least
20 minutes. Subsequently your car was driven again for that long and then the technician
experienced the symptom that your car's transmission was having.
The technician then brought your car back into the shop and checked the transmission fluid
level and condition. Your car's transmission has no dipstick. To check the fluid level and
condition, the vehicle has to go cold to a temperature between 35 to 40 C (95 to 104 F) with a
scan tool attached to the car to monitor the temperature of the fluid. The car needs to be on a
hoist because the fluid level is checked from a plug at the bottom of the transmission. This
takes 10 to 15 minutes in the shop idling. We then saw that the fluid was low and very dark.
That is when the technician suggested we change the fluid in the transmission as the next
step in diagnosis. The technician also noted that there was an oil leak somewhere under the
car and may have been the cause of the low fluid level and suggested degreasing and
pressure washing the underside of the engine so we could try to find the source of the leak.
The service advisor told you about the fluid condition and asked when the fluid had been
changed last. You replied that it had never been changed since you owned the car, which had
111,000 miles on it and you had owned the car since it had 40,000 miles on it. The service
advisor also explained the fluid change intervals on the transmission, which was way overdue.
He advised you to try changing the fluid to see if that would take care of the problem. He also
explained that this may not fix the issue with your transmission. So you were aware of this
before we proceeded, with your approval, to change the fluid and filter. At this point I would
like to explain what transmission fluid does. Transmission fluid has hydraulic, friction and
lubrication properties that can cause erratic shifting if the fluid is extremely old or the level is
low, symptoms which your car was experiencing. I might add that many times replacing the
fluid and the filter will take care of shifting issues.
The fluid and filter was changed, the fluid level checked again and the technician drove the
car again for 20 minutes or more to see if the symptom reoccurred. After driving for that time,
the technician experienced the shifting issue again.
The technician then brought your car back into the shop and made a call to our diagnostic
hotline "Identifix" at a charge incurred of $32.40. The hotline diagnostician told the technician
to access the transmission computer and unplug it to see if the car would move with it
unplugged. To access the transmission computer, the drivers front wheel needs to be
removed and the inner fender covering removed as well. The technician then did this and the
car would move, so the next step in diagnosis was to reset throttle body adaptation through
the scan tool and reset the transmission kickdown
basic settings. The throttle body
adaptation can be off if the fluid is old because the transmission computer will try to adapt to
shift properly with the old fluid. The technician performed all these operations, reinstalled the
transmission computer and drove your car again for 20 minutes before it could be determined
that there was a mechanical issue in the transmission. That is when it was reported to you
that the transmission had internal problems with the valve body and may need to be replaced
or rebuilt at some point. When you asked how long the transmission would last the advisor
replied that "it could be a month or it could be a year, I do not know". Your transmission still
functions but has delayed shifts after the car is driven for over 20 minutes. We spent almost 3
hours over the time your car was here to diagnose your car correctly. We also removed and
reinstalled the transmission computer and reset adaptations at no charge as a courtesy to
you.
At this point, it is my hope with all the explanation I have provided you that you'll agree with
me the charges, along with the steps to diagnose your car, have been substantiated.
At this time I'd like to add that I am sorry that the outcome was different than what both of us
desired. But we did not misdiagnose your car as you claim, or knew ahead of time what was
wrong with the transmission before the diagnostic steps were performed.
I have included documentation on the procedures to check transmission fluid level, throttle
body adaptation and kickdown
basic settings along with the billing from "Identifix".
Please be advised that the oil leak needs to be reassessed at no charge to you, we just need
you to setup a time to come in for this.
Sincerely
[redacted]
Owner, Uptown Imports