ComplaintsforSuper Service Garage, Inc.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 17, 2023 Took our vehicle to a different garage to check a oil leak. Was told it was rear engine main seal. But wouldn't be able to fix for couple weeks. With us being 4 hrs from home, took to Super Service on March 21 They stated wanted to do their own diagnostics to determine problem and contact us. No problem. Never received call. I called couple times for update, they were working on it. Morning hrs on March 23 said was just finishing was on rack closing up. After several hrs later and not receiving call to pick up vehicle we went to shop. When walked in they said we had two problems the main seal and our transmission is blown. They received a code about transmission and saw transmission leak. Instead of calling us with info so we could determine what we wanted to do. They continued to replace rear engine main seal put bad transmisssion back in. (They don't work on transmissions). If we had been contacted we would have told them stop. We would have replaced seal when get transmission fixed. Their words "your transmission is blown", why continue to replace main seal on vehicle they said "wouldn't make it out of the county we were in." Paid $650 on vehicle they knew by just replacing main seal we wouldn't be able to drive.

  

  Business response

  04/04/2023

  This Customer's son called our shop and explained that his parents vehicle was at another shop and stated that they are 4 hours away from home and needed the vehicle repaired right away. The other repair shop diagnosed the oil leak as the rear main seal but they couldn't repair it for about 2 weeks. I told the customer that we could look at it and make sure that Is what was the problem. After several phone conversation with the son, they brought the vehicle to us that afternoon. We drove the vehicle from the middle of the parking lot into the garage. The technician that looked at the vehicle did agree that it was the rear main seal. We went ahead and put this customer ahead of all the other people that were here or had scheduled appointments, due to them being 4 hours away from home. When the repair was done we always take the vehicles for a drive to make sure that everything is ok. When the technician drove the vehicle he noticed that the transmission wasn't shifting into high gear like it should. During this time the customer called and was told that they are finishing up with the vehicle and they would get a call back when the vehicle was done. The customers show up before the technician had completed his diagnosis of the transmission. (We never drove the vehicle until after the oil leak was fixed) After the service writer was talking to the customer and getting a lot more information about the transmission being rebuilt before and when the customer was asked if he noticed that when he was driving the vehicle that it felt like it wasn't shifting into high gear, then he said yes he felt that. The transmission fluid was black and it smelled burnt. We just found the transmission problem and wanted to diagnosis it to let the customer know what was going on. 

  Customer response

  04/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  We called on Monday. Was told they could get to us on Wednesday or Thursday. We accepted and took vechicle on Tuesday.  Was never told put us ahead. The issue  I have is we were told when they done their diagnostic the code came up about transmission and rear engine seal.  Instead of letting us know that had problem with transmisssion they continued doing work on main seal which required them pulling transmission. We were not given the opportunity to say continue or not to fix main seal since there was a second problem ( that they would not even be able to fix).  A mistruth was:  the gentleman was standing there holding paperwork when we walked in office and said we had two problems. They knew before we walked in.  Regards, ***** *******

  

  Business response

  04/20/2023

  We replaced the rear main seal that was leaking. We didn't know anything about the Transmission issue until the service technician drove the vehicle after the rear main seal was replaced. The technician felt that the transmission wasn't shifting into overdrive. He then done the diagnosis on the vehicle. We never said we couldn't fix It. The customer was in a big rush to get back home. The engine oil leak was repaired and then the transmission issue was found afterwards. The customer had said he had the transmission rebuilt before. We told him maybe he should contact them and see about a warranty through them. The gentleman has paperwork in his hand because the technician's document everything on all vehicles that we repair or diagnose. 

  Customer response

  04/25/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ******* 1. We were told they would do their on diagnostic on vehicle to determine problem (main seal).2. If they performed diagnostic as told why did the transmission code not show at that time and show later after they worked on main seal ($653.00). 3.the comment "we never said couldn't fix it" is a lie. Exact words were "we don't work on transmissions anymore" and could not recommend anyone. 4. In reference to paperwork in hand. Invoice Shaft repair sleve    $53.09  Engine Crankshaft Seal  $28.13   Shop Supply 7.99 Labor $560.00 No  other notations.  

  

  Business response

  05/02/2023

  When we looked at your vehicle and seen that the rear main seal was leaking. That is what you brought the vehicle to us to fix. Again we didn’t know your transmission was bad until the technician went to test drive it after the rear main seal was replaced. We didn’t drive the vehicle before replacing the seal because you just don’t test drive it for a seal leaking. After the repairs of any vehicle we fix we drive them to make sure they are fixed for the issue that it came to us for. You were charged for the part, labor and any chemicals that was used to clean off all the oil from the engine oil leak you had. If you would have told us that there was something wrong with the way your transmission was not shifting right or the transmission fluid was black and burnt then we could have looked into that and we would have told you that your transmission would have to be repaired or replaced and given you that option before fixing the oil leak. We didn’t know anything about your transmission not shifting right until we said something to you and your husband and that’s when he said he had noticed it not shift right. Then he said you had it rebuilt somewhere and we recommend you take it back to that shop. I’m sorry that you have other issues with your vehicle, but we fixed the problem you came to us for.  

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