Thank you for your response. It seems that there has been an unfortunate misunderstanding. When you call a repair facility and ask for a quote over the phone, we can only offer an approximate for a best-case scenario.
A best-case scenario: the vehicle has had routine maintenance done and all we would be changing is the brake pads, turning the rotors and doing a caliper service. We can not see what we are dealing with over the phone. For that reason we invited you in for a free brake inspection.
Upon inspection, the technician discovered your vehicle was beyond a routine maintenance brake service.
The front rotors are warped, so when stopping you feel a pulsation. The tech measured the front rotors, the RF measures at 1.095 mm, the minimum allowed for safe vehicle operation is 1.122 mm. So from the start, the rotors are below D.O.T. specs and must be replaced in accordance of the Law as well as for your safety and the safety of others.
Upon inspection of the rear brakes, the tech found the brake pads are metal to metal with the rotors. So that means there was no more brake pad material left on the pad, and the metal portion of the pad is grinding into the rotor. So unfortunately, due to the extreme damage to the rotors, the brake pads with no material and the caliper piston that is over extended and failed as well, a routine brake Service can not be performed. Your vehicle requires calipers, pads, and rotors for the rear brakes to meet safety standards.
I explained this extensive failure to you verbally, I was unable to simply replace the pads, and turn the rotors. Again, for your safety and the safety of others this is a required repair. The price difference is due to extra parts and labor needed to complete the repairs your vehicle requires.
We are here to help educate our customers in what is needed to repair their vehicles. We explain as best we can and want you to ask as many questions as you need to understand the failure and what is needed to correct the condition. Or, if you are more of a visual person, we can walk you over, show you what has happened and explain why we need to perform these repairs. We do this so you can make an informed and educated decision.
At no time will we allow or take advantage of anyone we do business with. We were very upfront with the failure on your vehicle as well as going over all the parts and costs of the repairs that we were discussing. It is your right to decide who performs repairs on your vehicle. Your satisfaction is very important to us, and we hope we have helped you better understand why these repairs were required and the increase to the original unseen phone quote.
Even though you have chosen not to be a return customer, who ever you do choose to have perform your vehicle repairs, always ask as many questions you need to understand the concern, the cause and the correction.
We wish you and your family the most safety going forward.
Chris, in the process of repairing automobiles we can only estimate the completion time not promise. It was three weeks for us to complete this repair due to locating and purchasing the needed differential hard parts that were damaged from the transmission failure. We did make numerous attempts to contact you during this process and were unable to leave a message due to your mailbox being full. I apologize for the extra time needed to repair your transmission correctly.
We here at Lakewood Transmission take great pride in the work we provide to our customers, we would never charge for a service that we did not perform. When I look back at your records I see we were chasing a leak on the transmission, this can be a cumbersome task, yet one we still take great pride in. When you came in we found the leak was present at the solenoid block area. When we removed, the solenoid block we found the gasket was ripped and confirmed the fluid loss was coming from the solenoid block area. We also noted the coolant was low, wheel bearing noise present and the brakes needed attention. At that time, you only allowed us to replace the solenoid block and perform a transmission service. Both repairs were completed. Once the re check was completed after the test drive, no leaks at the transmission were found at that time.
When you returned for a leak check, at that time we noticed the case behind the solenoid block has stress cracks and the transmission needs to come out for case replacement and rebuild. I addressed that the cost of repairs for the solenoid block replacement and the service will be credited back toward your needed repairs. At that time, you declined.
Customer service is a major priority for us here at Lakewood Transmission, we will not mislead or deceive our customers in any way. I would like to invite you in for a complementary in air visual inspection. We would like to lift the vehicle, show you the location of the solenoid block and visually show you the area that is leaking on your transmission. At that same time, you can see that the solenoid block on your transmission is new and the pan gasket also has been recently replaced. The transmission pan will also be clean. The services we recommended are the services that we provided, we never though that the case was the issue since the solenoid gasket was torn. I look forward to helping you in the future with your transmission and automotive needs. Please feel free to give us a call at your earliest convience.
Thank you for accepting our invitation to return for a complete visual inspection of all the repairs that we performed on your 1996 Ford F250. After a thorough explanation of all the repairs and a visual inspection of everything that was done, it was clear we had a communication breakdown when we presented the charges at time of the completed repairs. In no way would we ever or did we ever charge $190.00 to replace lug nuts. No leaks are present on any of the repairs that were performed at your request. Explaining to you the customer the transmission is working correctly, that the shifting concern is engine related. We provided a referral to you for further engine diagnostics and repairs since we do not perform diesel engine repairs. When you requested a written estimate, we never tried to withhold that from you, we were currently working on the estimate and you ran out of time due to your very busy schedule. We here at Lakewood Transmission take our careers very seriously and we never want a customer to leave upset or not having a complete and clear understanding of the repairs that were authorized and performed on their vehicle. We look forward to working with you and continuing to take care of your transmission, transfer case and differential needs.