ComplaintsforGuaranteed Transmission Service

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car started 10/25 / towed$200 to guaranteed auto. leaking fluid, afraid to drive. spent ***** on 10/30 -oil cooler/spark plug job. I drive- Kokomo after getting car on 30th/drove once on 10/31- car died in st/So unsafe. Call ask idea why died within 24 hrs/Has no answer. Weird shop did full inspection before work. volunteers at church towed car to garage on 11/04 Got answer on 11/11-a spark plug was blownup on cylinder 2/used bore scope they found an oil cooler bolt inside engine. Call *************************** @ shop/on 11/13-say what was found/he paid for car to be towed back to his shop 11/14. Said car was test drove a bit/that would of known if bolt was inside. Funny/my receipt says ****** going into shop/125119 miles out. 11/20 seek update/says removed cylinder head/check damage/sent to machine shop/few valves to be replaced. I ask why just that/He says thats where they will start/to see if works. Curious if they have required amount/insurance to run a shop. 11/21 pay for ride there/images of the damages/he refused/send any. claims vehicle never ran with bolt inside. Pic of scope shows bolt lying on piston/also really damaged. ask about rental coverage/its going to be while without car/Denied having any/no remorse as im a single mother/disability/no car/middle of winter. Repeats he understands/actions say other wise. He blaimed volunteers/saying they had to maliciously put bolt in/when diagnosing it. car was not running/when the church got it.disrespectful/offensive/unprofessional no update/text them12/04. told short staff/close to trying to start it. Text me 12/6 said cant get started/request pay 549.84/starter that wasnt bad 10/25 Still no answer the condition of motor. been a month/they had car/its still not fixed. Unable to pay/they asked i have it towed away. Wrong/all the this for faulty repairs. No longer working on it/threatened to leave outside/have 346monthly payment/dont have possession of currently/140 for insurance. DO NOT RECOMMEND THIS BUSINESS TO NO ONE

  

  Business response

  12/21/2023

  To Whom It May ****************** customer, *************************************,  brought her 2015 Chrysler 200 vehicle in for the complaint of a transmission leak after another shop installed a used transmission.  **** one of our Service Advisors was her main point of contact. The technician evaluated the vehicle and found that it was not a transmission leak rather an engine oil cooler leak.  After speaking with Abbigail, she informed us that another shop had already "resealed" the engine oil cooler, pcv and exhaust, however, this shop resealed these components with excessive RTV sealant.  ************** replaced the engine oil cooler along with performing maintenance items including spark plugs and a pcv. The technician after the repair was completed let the vehicle run for approximately 45 minutes to confirm no leaks from engine oil cooler and to verify the vehicle engine performance. We then per our quality control procedure have another technician test drive (6 miles in this case) the vehicle and perform another lift inspection to recheck the repairs and services performed. The vehicle did not show or exhibit any symptoms of engine performance is***s or leaks from the engine oil cooler after the recheck. 

  The customer then picked up the vehicle and drove home to Kokomo approximately 45 miles away. According to the customer the next day they were driving the vehicle around town and the car "died". The customer towed the vehicle to the shop that had done the previous work on it.  That shop inspected and dismantled vehicle by removing the upper intake.  The shop used a borescope and found a bolt inside cylinder #2.  We payed $240.00 to have the vehicle towed to our facility. The vehicle was not drivable in it's current condition and the upper intake was removed.  ************** removed the cylinder head to inspect and found a long bolt inside one of the cylinders.   We had many technicians inspect and review the scenario of where the bolt came from. After removing  the engine head our technicians tried to make the bolt go through the intake opening and through the intake channels, but that was not possible due to the length of the bolt.  The technicians concluded the only way for the bolt to make it into the cylinder was by removing a spark plug and dropping the bolt into the cylinder from there.   Either way the vehicle would not have ran for 45 minutes,  made it through the quality control test drive and then home to Kokomo without any symptoms.  We believe the vehicle was potentially vandalized at some point after leaving our facility. 

  Despite knowing this we out of good faith were working to fix the problem for the customer.  We were working to repair the engine and were going back together with the repair and found that the starter was bad.  Remember that the vehicle was dismantled and we could not start the vehicle when the vehicle arrived.  The customer refused the starter repair and then threatened to contact their lawyers.  The customer also confided that they are already trying to *** two other repair facilities prior to bringing the vehicle here.  We then told the customer we would push the vehicle out of our bay and into our parking lot.  They are free to take the vehicle in the current condition.  The customer then contacted the ******************** because we would not cover the starter repair and we cannot complete and confirm vehicle operation until they do.      

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