Syracuse Auto Works Inc

We received a letter stating that a recent customer, by the name of* *** ***, has filed a complaintWe regret to hear that the customer was dissatisfied with the service provided on 5/3/2017, written in the complaint as 6/7/The vehicle was brought in on 5/3/due to concerns
with the transmission, engine performance, and suspension componentsWe found that the transmission was internally inoperable, the engine was misfiring, and the front control arms were looseAfter these discoveries, we replaced the transmission assembly, the problematic ignition coils causing misfires, and the failed control armsThe customer did not have the necessary funds to pay the warranty deductible for retrieval of the vehicle, or for the replacement of other necessary parts that were not covered under her warranty such as a battery, tires, brakes, alignment, and an oil change, She retrieved the vehicle on 6/and paid for the remaining balance of the warranty deductible and other components not coveredShortly thereafter, the customer contacted us stating that other repair facilities were claiming that the mechanic that fixed the transmission had damaged the catalytic converter while installing the transmission assemblyPrior to the initial installation of the transmission assembly, we had found that a couple of exhaust components had been replaced, and a few components had been repaired as stated in the customer complaint to the Revdex.comWe did not perform any service to the exhaust system as our main focus was the engine and transmission concernsThe Oxygen sensor that threads into the catalytic converter was in its proper place upon the vehicle's departure from our facilityAfter the customer had brought the vehicle back with exhaust system concerns, we inspected the exhaust and found that the same Oxygen sensor that threads into the rear catalytic converter was hanging from the converter and exhaust cement had been patched over the holeWe found that the threads in catalytic converter were damagedIt was evident that the vehicle had been serviced elsewhere in the few days between visits to om businessThe vehicle needed extensive work prior to the services we provided and the services that we provided were only those that were covered under the customer's extended warranty from the dealershipOther failed components that were not covered, were noted and the customer stated that they did not possess the funds to have those repairs performedTherefore, we would be more than happy to service any exhaust components in question, at the owner's expense, as we are not responsible for any damagesThe customer also had concerns with the passenger door and air conditioning systemWe did not perform and services to these components as they were not mentioned with the arrival of the vehicleAfter bringing these concerns to our attention, we serviced the door and recharged the air conditioning system for the customer free of chargeWe have made every attempt to satisfy this customer and we sincerely regret to find that we were unsuccessful in doing thatWe hope that this matter is rectified in a timely and satisfactory manner for the customer, whether the work is performed with us or elsewhere