Jacky Jones Chevrolet complaints

Revised Response: Mr. Lavine dropped off his 2012 GMC Acadia originally on 10/07/2021. Attached you will find his original letter of concerns and Extended Service Contract Contact information as well as copies of the Repair Orders. When we originally diagnosed the concerns that Mr. Lavine noted, we found the vehicle to be low on transmission fluid and trouble code P0989 as well as a random misfire code. We found passenger output shaft seal to be leaking resulting in low fluid. We also recommended a transmission control module to address the fault code P0989, spark plugs and a fuel system tune-up. We called the claims department for approval for repairs. The Extended service contract adjuster said the Transmission control module/Valve body wasn't a covered component but the output shaft seal would be covered. We then informed Mr. Lavine and ultimately he authorized the replacement of the Transmission control module/valve body. But declined spark plugs and fuel system tune-up. We ordered parts and returned vehicle to customer. Mr. Lavine returned for the authorized repairs. Once we replaced the output shaft seal, replaced the faulty transmission control module (disc type screens within valve body had blown out, hence code P0989) this was a necessary repair along with the output shaft seal. He states that not one of his concerns had been repaired. However that isn't the case. He had been driving the vehicle with low fluid and we needed to address those concerns first. When he returned for the second visit we again informed him that the vehicle needed spark plugs and a fuel system tune-up to address the misfire. We performed these repairs at internal rate. At this time we had never duplicated the rumble strip that he had described. On 11/29/2021 Mr. Lavine returned for a third time stating the engine bucks going up steep inclines. Once I had a conversation with Mr. Lavine I found out when the concern presents itself and went on a test drive trying to replicate and was successful in doing so. However the codes originally repaired had not returned. We found the shudder (rumble strip) to be caused by a faulty torque convertor. Call his extended service contract provider and this was a covered component. We replaced the torque convertor, test drove and concern is resolved. Returned vehicle back to Mr. Lavine on 12/3/2021 called him on 12/6/2021 to follow up. Mr. Lavine said that he hasn't driven the vehicle much but seems that the concern is resolved. In summary we feel that the repairs made where all necessary repairs. Unfortunately he had to make numerous visits but with us not duplicating the transmission shudder we needed to fix the obvious problems first. **************************************** Mr. Lavine's vehicle has returned to our shop stating vehicle is bucking and jerking while going up inclines. We are currently diagnosing this concern and once the diagnosis is complete we will respond in full to his complaint(s).

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