Rick Ball Chevrolet Buick GMC Cadillac

On 12/28/2019 (a Saturday), *** vehicle was brought to our service department with the complaint of a transmission fluid leak. A general diagnosis of an internal transmission issue was determined by the service technician we had on duty that Saturday. *** was contacted and he requested the unit be torn down to inspect the cause of failure. Work was started the following week and tear down did take longer than anticipated as we had staff out with the flu, including the service tech working on this job. Tear down was completed by Friday January 3rd where it was determined internal hard parts in the transmission were broken and it would cost more to rebuild it than the replacement cost of a GM SRTA transmission. The customer was given an estimate for a GM SRTA transmission with a 3 year/100,000-mile parts and labor warranty good at any GM dealer in the country. The customer wanted to know what other options were available and he was giving a quote for a used transmission with a 90-day parts only warranty. *** elected to have the used transmission assembly with the 90-day parts only warranty installed. The work was completed on 01/08/2020. *** paid the repair bill which clearly states that the used transmission carried a 90-day parts only warranty.

Shortly after the vehicle returned to Maryland, where *** resides, *** did contact the shop with concerns about his used transmission not working correctly. He authorized us to contact the GM shop where he took it to have it checked and they advised us it had transmission issues. We provided the shop and *** with the pertinent contact information of the used transmission supplier so a replacement unit could be sent. The GM shop we spoke with advised that their company policy did not allow them to install used parts so *** would have to take it to a different repair shop. The supplier of the used unit had no issues sending a replacement unit at no charge to the shop of *** choice.

*** claims the final repair shop he brought his vehicle to advised him the transmission cooler was not flushed. This is not accurate as I personally witnessed the service technician flushing the transmission cooler as we do with every transmission we replace. Our General Manager, *** spoke at length with *** about this issue and ultimately agreed to reimburse *** $250.00 as a goodwill gesture. All guarantees our repair was sold with were honored and our goodwill gesture of reimbursing *** $250.00 was more than we were/are obligated to do. It was offered as a means to satisfy the customer issue in this case. *** was given the option to purchase a GM transmission with a full parts and labor warranty and declined this option. The option he elected had a parts only warranty through the supplier of the used assembly which is clearly stated on the customer invoice he received. There will be no further offers to resolve this issue as we have already reimbursed *** $250.00 as stated.

***

Service Director, Rick Ball Chevrolet Buick GMC Cadillac

On December 28, 2019 (a Saturday), *** vehicle was brought to our service department with the complaint of a transmission fluid leak. A general diagnosis of an internal transmission issue was determined by the service technician we had on duty that Saturday. *** was contacted and he requested the unit be torn down to inspect the cause of failure. Work was started the following week and tear down did take longer than anticipated as we had staff out with the flu, including the service tech working on this job. Tear down was completed by Friday January 3rd, where it was determined internal hard parts in the transmission were broken and it would cost more to rebuild it than the replacement cost of a GM SRTA transmission. The customer was given an estimate for a GM SRTA transmission with a 3 year/100,000 mile parts and labor warranty good at any GM dealer in the country. The customer wanted to know what other options were available and he was giving a quote for a used transmission assembly with a 90-day parts only warranty. *** elected to have the used transmission assembly with the 90 day parts only warranty installed. The work was completed on January 8, 2020. *** paid tile repair bill which clearly states that the used transmission carried a 90 day parts only warranty.
Shortly after the vehicle returned to Maryland, where Mr. Sosa resides, *** did contact the shop with concerns about his used transmission not working correctly. He authorized us t contact the GM shop where he took it to have it checked and they advised us it had transmission issues. We provided the shop and *** with the pertinent contact information of the used transmission supplier so a replacement unit could be sent. The GM shop we spoke with advised that their company policy did not allow them to install used parts so *** would have to take it to a different repair shop. The supplier of the used unit had no issues sending a replacement unit at no charge to the shop of *** choice.
*** claims the final repair shop he brought his vehicle to advised him the transmission cooler was not flushed. This is not accurate as I personally witnessed the service technician flushing the transmission cooler as we do with every transmission we replace our general manager, ***, spoke at length with *** about this issue and ultimately agreed to reimburse Mr. Sosa $250.00 as a goodwill gesture. All guarantees our repair was sold with were honored and our goodwill gesture of reimbursing *** $250.00 was more than we were/are obligated to do. It was offered as a means to satisfy the customer issue in this case. *** was given the option to purchase a GM transmission with a full parts and labor warranty and declined this option. The option he elected had a parts only warranty through supplier of the used assembly which is clearly stated on the customer invoice he received. There will be no further offers to resolve this issue as we have already reimbursed *** $250.00 as stated.