ENG301 - Wennstrom, Rhiannon - Complaint Letter (1)

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School

Arizona State University *

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MISC

Subject

Mechanical Engineering

Date

Dec 6, 2023

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docx

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2

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Uploaded by CountFang11411

113 E Seventh Street Tempe. AZ 85281 rwennstr@asu.edu October 22, 2023 AAMCO Transmission Services 211 W Southern Ave, Tempe AZ, 85282 Dear AAMCO Transmission Services management staff, The purpose of this letter is to address the events associated with the repair of my Subaru Impreza during the month of March 2023. While I really appreciate the kindness and patience your team provided throughout working on my car, the entire two-week experience with AAMCO was stressful and disappointing. This issue being that I brought my car in for a simple, two-day repair to the torque converter clutch that should have cost around 800$. And after the experience, I was charged 6000$ for work I did not consent, plus numerous additional issues to my car that were not there prior. On Friday March 24, 2023, at 4:35pm I brought in my 2012 Subaru Impreza to AAMCO to get the torque converter clutch replaced. This diagnosis was made after running the code on the vehicle after a warning light showed up during a road trip. Upon the arrival at AAMCO the front desk associate informed me that they would have to inspect the vehicle and perform tests on the transmission prior to doing any work. I was also informed that it would be of no cost (paperwork was provided). They also informed me that the tests, should only take a day, with the proceeding replacement taking around the same amount of time. The front desk associate assured me that they would test the vehicle first thing Monday and would give me a call that afternoon with the results. By Tuesday morning, and no word from AAMCO’s team, I gave them a call. It was the same front desk associate, and he informed me that the mechanical team put in a different used transmission. This was not consented by me and was not in the original scope as provided in the paperwork. The Associate also informed me that the cost was going to be upwards of 6,000$ as well. After a few days of discussion, and contemplation it was decided that I would keep the other used transmission as it had warranty and was already in the car, which I needed for work. But after picking up the vehicle it was barely drivable, it was much louder as if the car had been straight piped. The car shook slightly all the time, there was a grinding noise and jolted between gears. So, I had to bring it back to your facility, where it was found that your mechanics left tools in the engine area, did not attach the transmission down all the way and my vehicle had differential issues. Which I would like to make very clear, I had maintenance done on my car’s tires (tire rotation) maybe 5 days prior to bringing it into AAMCO and there was nothing wrong with the differentials. On top of that, your team tried to charge me an additional 3000$ for the differentials. The manager got involved, and nothing neccesarily came of the conversation, so I grabbed my car and left.
Rhiannon Wennstrom October 22, 2023 2 So, in turn, while the staff at AAMCO are extremely nice, and maintain a very professional stature regarding phone telecommunication, the lack of communication from the team there caused a lot of stress. For future reference, it could be beneficial to train the employees to be as clear and transparent to their customers what work is going on, what the cost is and a more accurate timetable for the work. Also, not to place blame on AAMCO as I am not a mechanic, but the fact that both times driving off the lot the car was performing worse than it was before, is not a good sign of a good mechanic. It could be positive if the AAMCO team gave a briefing on the importance of quality work, and not turning over vehicles to a customer worse off. Or at least informing them of other issues they have observed before driving off the lot. Thank you. Sincerely, Rhiannon Wennstrom
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