Sun Devil Auto

Revdex.com REF #[redacted]

To whom it may concern,

On July 5, 2013 Ms. [redacted] brought her Grand Caravan to our Main St

location to have several concerns addressed on her van. She was having issues

with the vehicle not wanting to start, and with the vehicle’s temperature

controls. We examined the vehicle and found that the fuel pump was losing fuel

pressure intermittently was losing fuel pressure, the temperature control

assembly was faulty, and we made a recommendation to replace the spark plugs,

ignition wires, and fuel filter as per maintenance on the vehicle and that it

was also due for a fuel injection service and engine decarbon. Ms. [redacted] gave

them approval to move ahead with repairs. Upon completion of repairs, and

assuring that the vehicle was running properly, we also found that there was a

problem with the Anti-Lock brake system. It was determined that the ABS control

module was faulty. We quoted Ms. [redacted] on a new unit, but this was not in her

budget. We then offered a used component at a highly discounted amount and

offered to install it at no charge to ensure that she had safe operation of her

brake system. Ms. [redacted] agreed to this and we proceeded with repairs. Because

we had to wait for the brake module to arrive it took us approximately 72 hours

to complete this repair. Upon completion we took the vehicle for a test drive

and felt that the vehicle was ready for delivery. Ms. [redacted] came to pick her

vehicle up and make payment.

Shortly after Ms. [redacted] returned and stated that her gauges were not

working properly. We offered to examine the problems. It was discovered at this

time that the temperature controls were not operating as intended. Upon further

inspection we found that the body control module on the vehicle was faulty.

Because of the fault in the temperature control assembly previously, we were

unable to continue testing. Unfortunately, the problem in the body control

module was intermittent and did not present itself upon initial inspection. We

agreed to replace the module at no charge to Ms. [redacted] due to the confusion

and in attempt to keep her as a good customer. The module was not available

through local distributors and was a special order item. We tried every local

resource, unfortunately, there were none available. The manufacturer told us

that the module was 10 business days (approximately) out for delivery. We

relayed this to Ms. [redacted] and informed her that we would call her when the new

module arrived. When the module arrived, we replaced it; programmed it and then

test drove the vehicle again to ensure that all problems had been addressed. We

found that the blower motor was faulty and agreed to have her pay for the part,

and we would install the component free of any labor charges. Ms. [redacted] agreed

and we proceeded with the work. Upon completion we tested all systems again. We

felt that the problems had sufficiently been addressed and so we released the

vehicle to Ms. [redacted].

Approximately 2 weeks later, Ms. [redacted] brought her van in and stated that

she was having problems starting the vehicle. She felt that the problem was

with the fuel pump. We examined the vehicle and attempted to start it several

times and found no problems. We informed Ms. [redacted] that we had not found any

problems with the vehicle and again had her come pick up here vehicle. We did

not charge her for diagnostics and informed her that we were unable to find any

concerns with her vehicle. Ms. [redacted] picked up her vehicle.

A few days later Ms. [redacted] had her vehicle towed in to the store stating

that the vehicle would no start. Upon examination it was determined that the

fuel pump needed to be replaced under warranty. We replaced the fuel pump and

no further problems were found. Ms. [redacted] picked up her vehicle later that

day.

The last time we have seen Ms. [redacted]’s vehicle was on that day, August 14,

2013. Since this time, we received the previous letter from the RevDex.com and we immediately made an attempt to contact Ms. [redacted] and work to

resolve her concern. We went through each of the items, line by line, to make

sure that all of us were on the same page as to what components were replaced

and that only one of the components was not a new part. This was replaced with

a used part, as per her request. We offered to reimburse Ms. [redacted] for her tow

bill and even offered her a year of free oil changes, not to “buy her off”, but

to attempt an offer in good faith for her inconvenience. It was at this time

that Ms. [redacted] informed us that she no longer has that vehicle. We also, have

not yet received the invoice for the tow bill from Ms. [redacted]. We feel that we

have attempted to resolve this claim to the absolute best of our ability. Ms.

[redacted] has demanded that we provide her with invoices; however, it is not

industry standard or requirement to do such as it contains sensitive account

information, and private trade information. If Ms. [redacted] had concerns with

what she paid for, this should have been brought up at the time of installation

and prior to her having sold the vehicle. We apologize that we have been unable

to resolve this matter at this time. We encourage Ms. [redacted] to contact us

directly as we felt that this matter had been resolved. We thank you for your

time and attention to this matter. If you have any further questions, please

feel free to contact me directly. Thank you.

 

Sincerely,

Store Supervisor

Sun Devil Auto

I have been in contact with Ms. [redacted] and we have come toa satisfactory resolution.  We considerthis matter closed and look forward to her being a customer of Sun Devil Autoin the future. If you have any questions, please call me at...

[redacted].Sincerely,[redacted]General Manager

March 24, 2015It seems clear that this has become a very passionate issue for both sides in this disagreement.At this point we find it unlikely that we will be able to retain the [redacted]’s as future customers. However, we do not want to leave this issue unresolved.  So moving toward that end we would like to obtain a detailed invoice of the work that was done elsewhere.  After having an opportunity to review the information we are willing to consider some form of a customer service gesture only and not as an admission of fault on our part.  Hopefully we can find a resolution to this matter and put this behind us.If that is agreeable to Mr. & Mrs. [redacted] please have them forward the information for ourconsideration.
Best Regards,[redacted]PresidentSun Devil Auto...

January 28, 2015Revdex.com4428 N. 12th StreetPhoenix, AZ 850114###-###-#### / ###-###-####RE: ID#:[redacted]I am disappointed to hear that Ms. [redacted] continued to have a problem after the last visit to our location. However I do stand behind all statements made in my letter. The failure of the threads in her oil pan is not caused by us servicing her vehicle. It is unfortunate that the representative from [redacted] has misled Ms. [redacted] to believe we are the cause of her issue.I would still like to find a resolution to this matter and request the final invoice where [redacted] replaced the oil pan of Ms. [redacted] vehicle. Please forward to me as soon as possible for my review and I will offer my resolution shortly thereafter.If you have any question you can contact me at ###-###-####.Sincerely,[redacted]General Manager

DO NOT GO HERE. This is the kind of place that gives auto shops their bad name. Car overheated because the radiator hose broke. They knew there is not much I could do when the hose is practically sliced in half and it happened on the way home from work. When they took me out to analyze my car. I was told all the hoses needed to be replaced, he even pointed at the air hose?! He then told me that I had to change all the thermometers in the car and said that is hopefully the last thing, but would never know since it overheated and that I could have caused engine damage. They quoted me over $900. I pushed the car out of the lot. I then got the hosed fixed for less then $160. Please don't get ripped off by these guys, they are out to get you for every penny. AIR HOSE FOR a RADIATOR HOSE???? What the f[redacted]??? There are so many more honest mechanics out there, please shop around. It was worth pushing my car off that lot, just wish I would have never stopped in the first place.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I spoke withToyota and asked them why it was full of oil when Sun Devil came to look at it. They said it is standard to fill the engine with oil to determine how much is in the engine. Sun Devil has no valid reasons to decline to take responsibility. All of there responded are smoke screens.  And have nothing to do with the issue. There question in rebuttals are invalid. My vehicle was under the required amount of time for an oil change and is suppose to still be under the warranty they promise. I didn't get the oil filter off the freeway because I was not willing to risk my life to get the filter off the freeway during rush hour. The other issues with my vehicle had nothing to do with the oil filter falling off. I would like a legitimate answer with concrete proof that Sun Decil is not liable.bsun devil will not provide this because it is not possible. The technician at Toyota confirmed that if it were not put on correctly there would have been a loss of pressure making it easy for the filter to fall off. Clearly that is what happened. And I did not confirm that I didn't see oil spots or other issues in the days prior to the issue. There is a stain on my driveway that I am willing to send proof of. Sun devil did a lazy job investigating he matter

Regards,

To Whom this May Concern,

                Please be advised that our position on this matter has not changed. We are not placing blame on any person in this matter. This is not a condition of dis-repair or lack of maintenance. This is also not an act of negligence. This is a common problem with these vehicles. Unfortunately, this is not a minor repair. Replacement of the shims DOES require teardown of the transmission for replacement. When we disassembled the transmission we found contamination in the torque converter and found other internal issues that led us to the recommendations we made on this vehicle. At no point was fluid not filled, nor was it added later. This is a common failure on these vehicles and is recognized by Chrysler as evidenced by the service bulletin.

                We thank you, again, for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you.

Montgomery L M[redacted]
Sun Devil Auto
Store Supervisor

Ms. [redacted] and I have come to an agreement to refund her $350.00.  She is very happy and satisfied with this offer and we hope that we will continue to earn her business in the future.If you have any questions, please feel free to call me...

at [redacted].Sincerely,[redacted]General Manager

I have been bringing my vehicles here for years along with my moms, in laws and other family members vehicles. I had my mom bring her car in the other day because the a/c wasn't getting cold all the way. They diagnosed it also along with $1100 worth of other issues. 1st. The a/c needed recharged. Ok $125. Go ahead and do it. 2nd the electric fans were bad. Hmmm $700. That seems a little high we will have to wait on that. The fans were $198 and I installed them in 30 minutes. Fans worked fine before we brought it in and somehow after we picked it up they didn't work at all. This car has two fans and I find it difficult to believe they both stopped working at the same time. 3rd the motor mount was loose. $125+. The motor mount they said was loose is NOT!

#4 biggest issue [redacted] My mom went to pick up her car from Mike at sun devil auto (mind you my mother is the closest thing to a saint that you will ever meet) and she said Mike was very upset at the fact they were not going to be performing the work on her car. She said she was very uncomfortable. She wanted to do it but my mother is an elderly widow and just doesn't have any money. She would have believed anything he told her. She felt terrible after she left because of the way Mike made her feel. She didn't even tell me about the situation because she knew it would probably upset me. No big deal, my moms car broke down 10 minutes after she picked it up due to overheating. The car had never overheated in its life. Moms stranded. I picked her up and took her to Tucson where she was headed. That's when I found out what had happened. I promised not to say anything but it's MY MOTHER! I know Mikes job is sales but #1 rule in sales "NEVER MAKE THE CUSTOMER FEEL UNCOMFORTABLE FOR NOT WANTING TO DO SOMETHING This experience I share isn't the first time it's happened. Just the first time I finally decided enough is enough " You guys will never receive another dime from me or anyone in my family!

My daughter's car had an exhaust leak She took her car to the Sun Devil #23 repair shop. At this shop they inspected her exhaust leak and quoted a full replacement of the exhaust system for $1073. They even told her that the exhaust manifold was cracked. She called me and I told her to get a written estimate and leave the shop. Prior to leaving the shop one of the repairmen told her that she should drive fast as the exhaust system could fall off and damage her car.

I then took her car to Brake Masters in Scottsdale for inspection. The pipe between the catalytic converter and the muffler broke at the connecting flange weld. The exhaust system was fully supported with three hangers and was not in danger of falling down but the leak needed to be repaired. Brake Masters estimated the repair at $60.00. Brake Masters referred me to Scottsdale muffler who cut off the pipe and the flange and welded a new piece in its place. The total cost of repair was $44.81.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, my car doesn't even have 69,000 miles on it.  While I realize it is a 2002 car, I was told that the screw to the oil pan was stripped and that is why I was leaking oil.   And the last person (Sun Devil) who changed my oil, did strip the screw.  They would not admit any wrong doing, and even charged me $10 for the plug!  The only thing I was told from Sun Devil was that they could provide a temporary fix of the drain plug, but to fix the problem, it would need a new oil pa, gasket and oil change to the tune of over $520.  The oil plug they put in did not even last two days before there was oil in the bottom of my garage, so for them to say it would last, obviously they were wrong.  At that point, I would NEVER go back to Sun Devil for any type of work and certainly not for them to fix this problem that they created, and certainly not for another oil change.  I have since taken my car to [redacted] and they fixed the problem.  I feel that their offer to remedy this situation comes too little, too late.  They should've made this offer the day I brought my car in, and not wait until I made a complaint to the Revdex.com.  The only remedy I want from Sun Devil is a check for $416, the cost of the repairs.[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

To Whom It May Concern,On May 6, 2016 Mr. [redacted]  had his vehicle towed to our repair facility on Bell Rd to have it examined for a no start  condition. Mr. [redacted] stated that the security light would flash and the vehicle would not start  when attempting to engage...

the key. He also requested an oil change at the sametime. We agreed to check his vehicle and explained that there would be a diagnostic charge involved with checking his no start  problem, as this was an electrical I anti-theft problem versus a battery or starter problem.  Mr. [redacted] agreed  to this charge and we proceeded  to inspect his vehicle. Upon inspection it was found that the anti-theft module, which is part of the  body control  module, would not recognize his PATS (Passive Anti-Theft System) key, and would require a reprogramming to get the  key to recognize. We explained that this procedure would be covered with his original diagnostic charge, as we had to perform the PATS Key re-learn to proceed any further. Mr. [redacted] agreed  to this and we proceeded. Once the  body control  module was reprogrammed, no further problem was found, and the anti-theft system would recognize the key and allow it to start. We finished  his oil change and advised him that  his vehicle was ready for pickup. Mr. [redacted] then  came and paid for his repairs, and picked his vehicle up.On May 11, 2016 Mr. [redacted]  returned to our Bell Rd. facility stating that  he had experienced the same concerns as before and wanted  us to inspect it. We agreed to re-examine the vehicle at no charge and attempt to determine if there were further concerns. The vehicle was left at our facility for a total of 2 days to attempt to duplicate the problem.  During the time that the vehicle was in our care we were unable to duplicate  his concern and we explained that to him, but if the  problem  persisted that we would continue to diagnose  his vehicle at no charge. Mr. [redacted] agreed  with this and came to pick up his vehicle.On May 18, 2016 Mr. [redacted]  returned again to our Bell Rd. facility stating that  his vehicle was having the same issue. The security light would flash and the vehicle would not start.  We agreed  to examine the vehicle again, at no charge to see if we could duplicate or determine the cause of failure. During the inspection  process we noticed that  intermittently the security light would flash when attempting to start,  but the vehicle started flawlessly each time. We explained to Mr. [redacted] what we had found, and we suggested having a specialist, employed  by Sun Devil Auto, to come out and examine the vehicle and determine any causes of failure. Mr. [redacted] agreed  to this and we called our specialist. Upon arrival the technician found that the vehicle had some corruption  in the software, but could not confirm that this was the cause, as the vehicle was starting each time, and only a light was present. Our service advisor spoke with Mr. [redacted]  and explained these conditions to him. We explained that the body control  module controls this system, and does have an internal  problem, however the vehicle starts flawlessly and we could not confirm that this was causing his intermittent no start concern. We explained that there was an issue with the module, and would need to be addressed at some point, but could not confirm that this was the cause of failure, The service advisor explained that this was a special order  item, and an electrical component that  had to be programmed to his vehicle, so if this part was ordered and installed, there would be no possibility of returning the part, but the decision would lie with him if he wanted  it replaced.  Mr. [redacted] agreed  that this component needed  to be replaced, if not for this issue, for other  issues that  could arise. He also acknowledged  that this would eliminate the body control  module as being part of the starting  problem and authorized us to proceed with the  repairs. The module was ordered, installed and programmed the next day. We attempted, again, to duplicate the concern,  but no issues were found at that time. The security light had stopped flashing when attempting to start  his vehicle. We called Mr. [redacted] and explained this to him. He came down and paid us for the control module and labor and let with his vehicle. On May 23, 2016 Mr. [redacted] returned to our Bell Rd. facility  stating that he was having the same concerns, and asked us to install a battery that he had provided as his battery was dead. We agreed to install his battery at no charge, and to attempt to duplicate his starting concern. We installed Mr. [redacted]'s battery for him and then re-examined his vehicle for starting concerns. No further problems could be found with his vehicle. Mr. [redacted] left his vehicle with us for a span of 1week so that we could keep attempting to start it and duplicate  his concern. During that time period the vehicle started flawlessly every time. Mr. [redacted] was informed of this and came to pick up his vehicle.On June 22, 2016 Mr. [redacted] brought his vehicle back in stating that he was having the same concerns. The security light would flash and the vehicle would not start. We agreed to examine the vehicle again at no charge to attempt to determine the cause of failure. Mr. [redacted] stated that he would leave his vehicle for a few days again so that we could attempt to determine the cause of this failure. We attempted to start the vehicle multiple times in an effort to duplicate his problem. No concerns could be found  or duplicated. We explained to Mr. [redacted] that we could not duplicate his concern. Mr. [redacted] voiced his frustration over his multiple visits and requested that he be refunded for the body control module  and the engine diagnostic. We told Mr. [redacted] that we previously explained the conditions surrounding us ordering and installing the body control  module for him and that that was his decision and there would not be a refund offered for it. Furthermore, we have been unable to duplicate and verify his concern. We found issues with the body module  recognizing the PATS key, and the corruption in the software in the module. Both were verifiable concerns and failures. Mr. [redacted] came and picked up his vehicle.We feel that we have acted in Mr. [redacted]'s  best interest  in this matter. We have inspected his vehicle several times at no further charge to him and only made recommendations based on verifiable failures. We have explained the process to him at all stages and kept him updated with our progress during inspections. We have been unable to duplicate  his concerns on multiple occasions as this problem appears to be intermittent and we are unable to duplicate the conditions in which he is having the concerns. Mr. [redacted] made the decision to replace body control module  and was told that there would be no refunds on this component.We do not feel that a refund  is warranted based on the circumstances of this claim. We have examined his vehicle at multiple times and found no further verifiable concern. We appreciate your time and attention to this matter. If you have any further questions please feel free to contact us directly. Thank you.Sincerely,
Montgomery L. M[redacted]Sun Devil AutoStore Supervisor

Well, I never thought I would be writing a review of a business for the Revdex.com. I took a Chevy Trailblazer to SD to get inspected to help make a decision on whether to buy it or not. They assured me that they give a thorough inspection and when they are done, I would know everything that's wrong with it. They also told me it would be 115 dollars and it would take around 3 hrs to complete. Three hrs?? It had to be a great inspection. I agreed to it. about an 1hr and 15 min later, I got a call and they said they were done. Oh boy I thought. They don't even want to look at it it was so bad. I already knew it was making a winning noise and I thought it was the alternator. I also knew it was leaking antifreeze.

Ok, here is what they told me. The check engine light was on and the codes said it needed new air sensors. That was right. Said I needed front struts and shocks for the back, 832 dollars. told me they were real bad and dealer says to replace after 50000 miles. The truck had 105000. Nothing wrong with the struts and shocks. Said I needed upper control arm bushings. yes I did. 600 dollars was their price. Said I needed front and rear brakes and the front rotors needed to be replace. 409.00 just for the front. NOT!!! All I needed was brake pads, nothing is wrong with the front rotors. Said the brake fluid needed to be replaced and flushed. 80 bucks. The mechanic I took it to for a second opinion showed me the fluid looked brand new and there was nothing wrong. said my radiator hoses need to be replaced. both upper and lower were bad. 333 dollars. Nothing wrong with the hoses. good for at least 2 more years. hoses can go at any time in our climate so I guess they tell everyone that and I'm sure you know why!!! The power steering fluid they said was bad and needed to be replaced and flushed. 90 dollars. Again, the mechanic showed me there was nothing wrong with it. the color was great! Oh well, what does he know??? Than they told me I had 2 or three oil leaks and they had to steam clean the engine and put a die in to see where the leaks are. 60 dollars to find oil leaks that do not exist??? What??? The leak was a heater core hose by the clamp and all it needed was a new clamp. No more leaks anywhere!!!! Matter of fact, the engine isn't dinning room clean but it isn't dirty either. Why did they want to steam clean it?? The mechanic had it up and took the plate off and there was no oil anywhere except around the drain plug because the oil had just been changed. WOW!!!! Than they told me the alternator was making noise and needed to be replaced. 400 dollars. The winning noise was the idler pulley which they did get right but nothing was wrong with the alternator. After the pulley was changed, one could hear a pin drop. That's how quiet the engine runs. Oh, they wanted 172 dollars to change the pulley. They also said the air filter was needed to be replaced. It did. So after everything, they priced it out to a little over 3000 dollars. They said it was up to me whether to buy it or not. Well, I really didn't want to buy a truck with that much wrong so I decided to get a second opinion. This is where I have the problem. After the 2nd mechanic looked at everything, I got brake pads all around, fixed the leak with a clamp, new idler pulley, no more noises, upper control arms on both sides, didn't need bushings and the air sensors ALL for 500 dollars. 250 parts and 250 labor. That's the problem I have with sun devil auto. I called them to complain and I thought I was getting taken advantage of but they would have nothing of it. They gave me to a fast speaking area manager with a private # that made me feel like I was a piece of you know what and how dare me say bad things about his technicians. Than he asked me where I took it to to insinuate they were inferior to his sun devil auto. I didn't even expect a total refund but I did expect maybe a couple of free 17 dollar oil changes. He wouldn't even go there with me. I told him how unhappy I am with their service and he really didn't care. For 50 dollars of service, what it cost for a couple of oil changes, he lost a customer with 3 cars. Now that's really good business and customer service. I wish I could talk to the owners but I can't get to them. I met them at Bark Fest at Tumbleweed park last time and they were giving out 20% coupons. I told them I liked them so much, I didn't want it. Give it to the new clients. WOW, what a come on. I hope someone really looks around and do not take your car to sun devil auto. If you do, take their estimate to a 2nd mechanic to see if they are bull [redacted]. That's all. Be careful.

Dear Ms. [redacted], On December 26, 2013 Mr. [redacted] brought his 2004 Audi in to our [redacted] Rd. Facility to inspect for issues with his oil pressure light coming on. At the time of inspection it was found that the oil pump was not generating enough pressure to the engine to keep...

it properly lubricated, and that as a result of the low voltage from the low pump pressure, the switch would need to be replaced. Removal and replacement of the pump required that the oil pan be removed to access it and that the oil would need to be drained requiring an oil change. Mr. [redacted] approved the work and we began the repair of his vehicle. Upon completion the oil pressure was at proper specification and the oil pressure switch was operational. Mr. [redacted] was called and came to pay for and pick up his vehicle. On January 18, 2014 Mr. [redacted] returned to our [redacted] Rd. facility because his oil pressure light was coming on. Upon inspection we found that the switch we had installed was faulty and in need of replacement. We replaced the switch under warranty and at no charge to him. We ensured proper operation after replacement and he picked up his vehicle.                On February 2, 2014 Mr. [redacted] brought his vehicle to our [redacted] Rd. Facility to have the coolant checked and to examine why his temperature gauge was not operational. At this time we found that his radiator was leaking, the temperature switch was not operational and made recommendations for the timing belt w/ water pump and radiator hoses based on his vehicle mileage. This work also facilitated us doing a coolant flush. Mr. [redacted] agreed to the repairs and we proceeded with the work. After the work was completed we pressure tested the cooling system to ensure there were no more coolant leaks, and we made sure that the temperature gauge was operational. Mr. [redacted] was called and paid for and picked up his vehicle.                On April 7, 2014 Mr. [redacted] returned to our [redacted] Rd. Facility to have his air conditioning system inspected. He stated that this was the first time using his A/C in several months and that it was blowing out warm air, not cold. Mr. [redacted] felt that because we had worked on his cooling system that the items must be related. The manager attempted to explain that the 2 systems are separate, one regulates engine temperature to prevent overheating, and the other was for passenger comfort. The manager offered to examine the system at no charge and found that the A/C condenser was leaking. Mr. [redacted] insisted that the condenser was damaged during the radiator repair. Our manager ensured him that this was not the case, but due to his recent repair history, and in the interest of helping and keeping a customer, he would waive the labor charge for the condenser installation if Mr. [redacted] paid for the condenser and freon. This was not satisfactory to Mr. [redacted] and he elected to take his vehicle.                We understand Mr. [redacted]’s frustration with his vehicle. We feel that we have acted in his best interest. We have shown that we are willing to work with him and to even guarantee and warranty the work that we perform. Unfortunately, due to the position of the A/C condenser, which is in front of the radiator, the condenser is more susceptible to road damage as the vehicle’s grill is the only preventing rocks from entering the front of the condenser. Furthermore, as a vehicle ages and the components are heated and cooled over and over they have a susceptibility to warp as well. Mr. [redacted]’s vehicle at the last repair had 98,812 miles. We have attempted to help him with the cost of the repairs and attempt to retain him as a customer. We made this offer to him in good faith, and not as an admission of guilt or liability. We have not worked on Mr. [redacted]’s A/C system and repaired the items as we saw necessary at the times of inspection and repair. We feel a full refund of the work is not warranted as the system repaired was his cooling system and timing belt, and not his A/C. They are separate.  We appreciate your time and attention to this matter. Should you have any further questions please feel free to contact me directly. Thank you. [redacted]Sun Devil AutoStore Supervisor

To Whom• It May Concern,On January 13, 2016 Mr. [redacted] brought his vehicle in to our Sun City facility to have some previously recommended service performed on his vehicle. On September 12, 2015 we made recommendations to flush the transmission, flush the power steering fluid, replace the...

radiator hoses, and to flush the cooling system. These items were recommended as it appeared that they had not been previously serviced. Mr. [redacted] dropped his vehicle off and we performed the services as described. Upon completion of these services, we called Mr. [redacted] to have him pick up his vehicle. Mr. [redacted] arrived, paid for, and left with his vehicle. Please be advised that mileage at that time was 60977.Several weeks later Mr. [redacted] returned to our Sun City facility to have a noise examined in his vehicle. He stated that he had started to hear some noises. We agreed to check his vehicle and ensure that no problems had existed from his prior service. Upon examination, it was determined that the transmission was making an internal noise. The technician pulled some fluid from the transmission to bring the level to its exact level, but to also examine fluid condition. It was determined that fluid level was correct, and that there was no definitive noise in the transmission. Mr. [redacted] took his vehicle and stated that he would return when the manager had arrived back at the store.On February 18, 2016 Mr. [redacted] returned to our Sun City facility to have his vehicle examined one more time, and to have the store manager listen to the noise himself. The manager confirmed that there was a noise and it was sent to our transmission department for further diagnostics. It was at this time that our transmission shop examined the vehicle and confirmed that the noise was, indeed, an internal transmission noise. It was recommended that the transmission be removed, disassembled and inspected for the internal issue. It was also presented that there is a service bulletin from Chrysler regarding internal transmission noise. (Chrysler campaign #21-008-10) This deals with internal bearing failure and noise produced as a result. Mr. [redacted] agreed to allow us to remove the transmission, disassemble it, and to examine the internals for wear and/ or failure. Upon removal of the transmission we found that there were internal bearing concerns, as the bulleting described, and that a transmission rebuild was necessary. It was explained to Mr. [redacted] that in the process of rebuilding these particular transmissions, the electronics should be replaced while we are there, and that the torque converter would need to be replaced due to contamination from the damaged bearings. Mr. [redacted] agreed and the repairs were performed. Mr. [redacted] vehicle was delivered back to the Sun City location and Mr. [redacted] paid for and picked up vehicle. Please note that mileage at that time was 61337.We feel that we acted in Mr. [redacted] best interest. We performed necessary maintenance on his vehicle for him and made a quality repair with a fair warranty. We understand Mr. [redacted] frustration with his vehicle, however, this is not an uncommon problem with these vehicles, as per the service update bulletin from Chrysler regarding this particular problem, and are not as a result of any maintenance services performed. We thank you for your time and attention to this matter. Should you have any further questions, please feel free to contact us directly. Thank you.Montgomery L M[redacted] Sun Devil AutoStore Supervisor

To Whom this May Concern,                   Please be advised that our position on this matter has not changed. At no point did we attempt to defraud or misdiagnose a problem with his vehicle. The diagnostic procedure for his vehicle was followed precisely. Had we simply recommended a teardown of the transmission initially, while the diagnostic clearly stated to attempt the lesser repairs prior to that point, would have been unethical. With the controller components malfunctioning, this would cause a transmission problem, but also a check engine light. With the check engine light and the failure at hand, it would have been impossible to determine that there was a mechanical failure without first repairing these items. Once these items were repaired, no further problem existed.                   We still believe that we acted in the best interest of Mr. [redacted] in recommending only the components that were recommended in performing the diagnostic procedure at that time. We are still willing to work with Mr. [redacted] on his repairs, but we must first have an opportunity to tear down the transmission and determine the cause of mechanical failure. We thank you, again, for your time and attention to this matter. If you have any further questions, please feel free to contact us. Thank you.   Sincerely,   Montgomery L M[redacted] Sun Devil Auto Store Supervisor

It seems that there are some discrepancies in the response from Sun Devil Automotive. First. On 2/11 I took the vehicle in when I heard the noise and  watched the repairmen through a glass viewing window and they were adding fluid to my transmission. When they stated that they had driven the vehicle and all was fine. No noise heard, I left the repair facility thinking the problem had been solved. While driving home I detected the same noise as before. I took the vehicle back on 2/15. That is when the manager got involved. He wanted to send my vehicle across town to their Transmission shop. I had several Doctors appointments so I  agreed to bring it in on the 18th. of February. The Transmission shop had the car for Thirteen days. I was contacted on the 26th. and told the vehicle would be returned to me later that afternoon. The Transmission shop then said that the vehicle was not shifting right and they had no idea when it would be repaired. I was then contacted on March 1st advising me that my vehicle was ready.
I drove my vehicle a total of 173 miles from Jan 13th until Mar 1. Any additional miles were driven by the repair facilities.
In regard to the Chrysler Bulletin # 21-008-10. The service suggestion is to replace several shims that were too thin with thicker shims which is a minor repair. Definitely not a total
transmission rebuild
I believe that Sun Devil is trying to shift the blame onto me rather than taking responsibility for not filling or under filling my transmission while being serviced.

April 27, 2016 Revdex.com 4428 N. 12th Street Phoenix, AZ 850114 ###-###-#### / ###-###-#### RE: ID#[redacted] We feel we have acted in good faith and it is unfortunate that Mr. [redacted] feels otherwise. We stand by our original letter regarding this matter. I would like to remind Mr. [redacted] of parts of my original statement. Regarding his oil leak, the intake manifold was leaking on top of his engine down the engine on to the oil pan. We could not in good faith recommend replacement of the oil pan gasket even though it was wet with oil knowing the oil was leaking from the top down the engine, that leak need to be repaired first. Also Mr. [redacted] stated in his comments the location manager made a mistake when pricing the repair needed to fix his oil leak and discovered his mistake then corrected it. Mr. [redacted] views this as a bad thing and I have to disagree.  What it shows is we are a capable of making mistakes and correcting them. No further action is recommended regarding this matter. If you have any question you can contact me at ###-###-####. Sincerely, Chris D[redacted] General Manager

Ms. [redacted] brought her vehicle in for an oil change on August 14th to our location on [redacted]. We performed the service and made a couple for recommendation for maintenance and noted that her brakes were getting low but were ok at the time.

Ms. [redacted] paid for...

the oil change and left. A little later Ms. [redacted] returned stating the vehicle was not shifting correctly; since she was just here we wanted to inspect it right away. The first thing we did was test drive the vehicle to verify the complaint and it did not take long to feel the complaint Ms. [redacted] had described. We then pulled the vehicle into the service bay for further inspection. Upon further inspection we determined the transmission fluid was aerating (foaming) due to an internal transmission problem and to determine the cause we would need to remove the Transmission to inspect the internal failure. The cost to remove disassemble and inspect the internal composites is $500, which would go towards to repair. We spoke to Ms. [redacted] and we also showed her the fluid so she could see it for herself. She declined the removal at that time stating she would get back to us the next day.

 

The following day Ms. [redacted] decided to tow the vehicle to [redacted] for a second opinion. A few days later we received a call from Ms. [redacted] stating that [redacted] had determined that the Transmission had the wrong fluid in it causing the Transmission to fail. She asked why we put the wrong fluid in the car; the store manager told Ms. [redacted] at that time that we had no need to have put fluid in the Transmission so if it had the wrong fluid it was not put in there by us. At that time we suggested to having the vehicle towed back in so we could re-inspect the vehicle at no charge to Ms. [redacted] and she gave us authorization to have us tow it at that time.

Upon arrival the first thing we did was inspect the fluid condition and found that the fluid was replaced since we saw it last. On the original visit the fluid had a very distinct color; the vehicle requires a specific type of fluid called CVT. The original CVT fluid has a very dark color and when we inspected it on prior visit it was a discussion because when Transmission fluid wears it burns changing it to a darker color and we determined at that time it was not burning and that it was the original generation fluid, the newer generation fluid is a lighter color. After having the vehicle towed back in the fluid is now a lighter brighter color leading us to believe the fluid had been change since we saw it last.

We made several attempts to resolve this matter with Ms. [redacted]. We never put any type of fluid in her transmission.  It was not low at the time of her oil change. Furthermore we do not agree with the assessment made by [redacted], we believe the problem inside the transmission is a wear and tear issue due to time and mileage. This model year Honda CVT transmission is known to have characteristic failure problems  like a light bulb, one minute its fine and the next it fails. We understand that the timing of the failure would lead Ms. [redacted] to assume we were the cause but that is just not the case. As I stated before there was no need to add fluid to the transmission, it was never low. I would like to maintain Ms. [redacted] as a customer and offer to help her buy performing the repairs at a discounted rate out of customer service/satisfaction but anything beyond that would be unjust and unwarranted.

If you have any question you can contact me at [redacted].

Sincerely,

General Manager

Dear Ms. [redacted],

               

On October 18, 2012 Mr. [redacted] brought his 2007 [redacted] in

to our [redacted] and [redacted] facility for engine diagnostic, to have a new key

made, a...

new key fob, and general inspection. He was concerned that the engine

light was on and that the compass and the temperature on his mirror were not

working. Upon inspection of his vehicle we found that the vehicle had a diesel

programmer installed that had created a circuit malfunction in the Powertrain

Control Module (PCM), we found that the vehicle had an aftermarket exhaust

installed that was missing the EGR filter, the vehicle had a bad glow plug, a

bad right front axle, and the power steering fluid was in need of being

flushed. We advised Mr. [redacted] that because of the faulty PCM we would be

unable to check any further until we had a good PCM installed. The computer was

storing codes for Malfunction Indicator Light Circuit Malfunction. The

Programmer was locking out certain features of the PCM to attempt to fool the

PCM into believing that an exhaust filter WAS installed, this was also creating

internal circuit problems. Mr. [redacted] agreed to having the PCM replaced, the

axle replaced, we made him a new key and got him a new key fob and programmed

it, and flushed his power steering fluid. The PCM was a special order from GM and

took several days to order in. Once the PCM arrived we installed and programmed

it, programmed the new key and fob to the new PCM and rechecked for any

problems. We found that the computer was still sending codes for the exhaust

because of the elimination of the exhaust filter and that the vehicle did have

a bad glow plug. Mr. [redacted] asked us to NOT replace the glow plugs as he felt

that he wanted to attempt his repair himself, and then explained that the

programmer is used to trick the PCM into believing that the exhaust is correct

and would attempt to use the programmer to alleviate this. We explained the

programmer was likely faulty, and that with this piggybacking along with his Ignition

Interlock Device, also piggybacked into the PCM, that he would likely continue

to have issues. The compass and temperature were working, but he would have an

engine light due to exhaust and glow plugs.  Mr. [redacted] thanked us for

performing the repairs to this point and picked up his vehicle. Please note

that mileage was 145,097.

               

On May **, 2013 Mr. [redacted] returned to our [redacted] and [redacted] facility to

have the hydroboost brake unit replaced. Mr. [redacted] said that it was leaking

and wanted it to be replaced. Upon inspection we found that, indeed, the

booster was leaking power steering fluid and needed to be replaced. Mr. [redacted]

asked that we also service his transmission while we had it because it was due

by miles. We replaced the hydroboost brake unit and serviced his transmission.

Mr. [redacted] came and picked up his vehicle. Please note that mileage was

156,101.

               

On August 23, 2013 Mr. [redacted] had his vehicle towed to our [redacted] facility

because he had attempted to rotate his own tires and did not properly torque

the wheels and one of the wheels came off the vehicle while he was driving. He

also asked us to check the vehicle for an engine light. We asked if he had

replaced the glow plugs yet, he stated that he had not, but had looked on some

forums and they said that it might be something else and wanted us to check. We

agreed to inspect the engine light again. Upon inspection we found that the

wheel that had come off the vehicle was damaged, the other wheels were all

loose and that the vehicle still had codes for the exhaust and for the glow

plug. The #1 glow plug was not properly igniting. We also noticed a leak coming

from the transmission slip yoke. We recommended having this resealed. We also suggested

that due to his lift kit and the recent damage that while we have the

driveshaft out that we should have it rebalanced. We also found that the

vehicle still had the same codes for the missing exhaust filter and for the bad

glow plug. We informed Mr. [redacted] of this. He stated that he was headed out of

town and would bring the vehicle back for the driveline repairs. Mr. [redacted]

picked up his vehicle and left our facility. Please note that mileage was

160,937.

               

On August 29, 2013 Mr. [redacted] brought his vehicle back to our [redacted] facility

to have the slip yoke resealed and drive shaft rebalanced. He also asked us to

check his compass and his temperature readout as they were not working. Upon

inspection we found that both items were working at that time. We did some

further diagnostic and found that the PCM circuit that was faulty upon initial

installation was again faulty. We offered at this time to remove his programmer

and warranty out his PCM, even though he was far outside the mileage warranty

(12 months/ 12,000 miles), and would do so in an effort to help him alleviate

further problems and to attempt to help a good customer. Mr. [redacted] declined

having the PCM warrantied and said that he would contact the manufacturer of

the programmer in an effort to try to resolve his concerns. We then offered to

contact the manufacturer of the programmer to try to alleviate having these

problems over and over again. Mr. [redacted] declined to offer us this information

and said that “he would handle it”. We noted all of this on his invoice and Mr.

[redacted] picked up his vehicle. Please note that mileage at this time was

161,243.

On February 19, 2014 Mr. [redacted] brought his vehicle to our [redacted] facility to

have his idler arm and pitman replaced. He had been to another repair facility

for the alignment on his truck and they had told him that these items were worn

out. He also asked us to check his engine light again as he had replaced his

own plugs and was in need of an emissions inspection. We explained that we

would be happy to check the vehicle, but that because of the previous problems

and the exhaust modifications that he would continue to have these issues. He

stated that he had spoken to the manufacturer of the programmer and they had

given him some things to attempt and that it should be working properly to fool

the computer into believing that the exhaust was correct and functional. We

explained that with the damaged circuit in the PCM that this was likely not

going to work. We replaced the idler arm and pitman, which were worn, and

discovered that the ABS sensors had broken free of their mounts and were

rubbing on the axle and had exposed bare wires. We recommended replacing these

items. We also found that the computer no longer displayed a glow plug code,

but all of the exhaust codes were still there and that the exhaust would not

perform the diesel regeneration due to the fact that the PCM would pick up the

missing exhaust filter and the programmer was not telling the PCM to ignore

this. Mr. [redacted] said that he was going to take his vehicle back to the dealer

he bought the truck from and have them attempt to resolve the issue as they had

installed the exhaust initially and he was getting frustrated with this. Mr.

[redacted] approved the ABS sensors to be replaced and left our facility. Please

note that mileage was 169,368.

On March 2, 2014 Mr. [redacted] returned to our [redacted] facility to have his

vehicle checked for a brake light on the dash and an ABS light on the dash. He

was hearing a popping sound in the front end and his remote start was not

working. Mr. [redacted] was extremely combative stating that he had spoken with the

manufacturer of his programmer and they stated that the programmer was fine and

that the problems he was having were unrelated to their product. We attempted

to explain to him that there was no way that they could have diagnosed this over

the phone and without having had looked at the vehicle. We have had multiple

opportunities to examine his truck and kept him informed along the way. He then

became irate that he had paid for ABS sensors on his truck and now had an ABS

light on. We explained that we need to examine the truck and look at it, but we

replaced the sensors because they were damaged, not because he had a light on.

Upon inspection we found that he had a blown fuse to his trailer brake unit

that he had installed and this was causing the light to illuminate. We also

found that the axle we had installed was making some noise as was his front

wheel hub. Mr. [redacted] agreed to pay for the hub assembly but argued that he

shouldn’t have to pay for the axle. We explained that he was far outside the

warranty on both time and mileage for the axle, but agreed to help as he had

been a good customer. We found that the computer had codes for the glow plug

heater, an evaporative emission leak, EGR codes (missing exhaust filter) and

for the MIL malfunction circuit. We again explained that he had an issue with

the programmer and that with his [redacted], the programmer and

trailer brakes all wired in he could be having some serious circuit issues. We

also explained that with the codes in the computer for the exhaust that the PCM

was commanding the glow plugs to get hotter, was adding more fuel and fouling

the new plugs due to the exhaust issues. Mr. [redacted] became irate and started

blaming his vehicle issues on improper diagnosis. He cited multiple internet

forums and the programmer manufacturer as sources for his claims. We tried to

explain to Mr. [redacted] that although forums are a good resource for attempting

to make home diagnostics, they are not accurate as it is not specific to your

vehicle. We had a certified technician look over his vehicle to determine the

problems he was having specifically with his truck. Mr. [redacted] picked up his

vehicle and left our facility. Please note that mileage at this time was

170,239. 

               

We spoke with Mr. [redacted] again and agreed to refund him for the ABS sensors on

his vehicle. We tried to explain, again, that we made the recommendation due to

damage that we physically observed, not to resolve any stated problems. 

               

We had no further contact with Mr. [redacted] until we received a phone call from

him on July 2, 2014. He stated in his complaint that he brought his vehicle in

for repairs and that we had said he had a faulty programmer, and so he removed

it, and that after he removed it we then told him he needed a PCM and that the

last time he was in our shop someone had stolen his sunglasses. He stated that

he had taken his vehicle to another shop for repair and that they had called

the programmer manufacturer and the vehicle only needed a fuse block.  He

also stated that he did not want to speak with me in regards to this. I took

the opportunity to call Mr. [redacted] and explain that due to my position that he

would have to continue to work this situation out with me. Mr. [redacted] told me that

he wanted a refund because we had not properly diagnosed his car. I explained

that we had diagnosed his vehicle correctly and had kept him up to date and

noted all things that we found all along the way. We offered to warranty the

PCM outside the warranty period and he refused. I explained that over 25,000

miles had transpired since the time we initially installed the PCM and that

during those miles we continued to remind him that he was driving with faulty

components on his vehicle.  I also explained that we would not be

reimbursing him for his sun[redacted]es as the last time we had seen his vehicle was

in March and that at no point since then had he called our corporate office or

the store to report this. Mr. [redacted] disagreed with my decision and said that

he would seek other avenues for satisfaction. I thanked him for his time and he

hung up. 

               

We do not feel that a refund is warranted in this matter. We have attempted to

help Mr. [redacted] on multiple occasions and have even offered to replace items on

his truck outside of the warranty period in an effort to keep him as a good

customer. Mr. [redacted] has had multiple modifications made to his truck that

interfere with the PCM ([redacted], programmer), the wiring on

his truck (trailer brakes), and the factory emissions systems (exhaust filter

elimination). We have attempted to explain to him multiple times the issues he

is having and what the proper repair would be. Mr. [redacted] has declined these

repairs and has continued to opt to have the aftermarket items run on his

vehicle. We believe that we have acted in his best interest at all times. Since

the time we last repaired his vehicle he has had the [redacted] removed and

has had other companies working on his truck. We do not doubt that he had a

wiring concern and possibly a fuse block that had issues, but these issues

could have been caused by the items that were spliced in to the factory wiring

system and later removed. We are only able to attest and diagnose the issues

that we see at the time of inspection.

We would like the opportunity to

have a conversation with the technician that repaired the fuse block on the

truck and gain his insight in this matter. We always work hard to try to

resolve issues and retain customers long term, and would like nothing more than

to resolve this matter with Mr. [redacted]. 

               

We thank you for your time and attention to this matter. Should you have any

further questions, please feel free to contact me directly. Thank you.

 

Store Supervisor

Sun Devil Auto