My 1999 Ford Explorer started having transmission problems. I took it to Serramonte Ford for evaluation. They informed me I needed to have a rebuilt transmission installed. I expected it to be pricey, but the quote was higher than expected, so I decided to take my truck to an independent transmission specialist. Andy at Pacifica Automatic quoted me a price that was only about $100 cheaper than Serramonte Ford, but I decided to go wtih him since I like to use local businesses. This was for a Ford factory rebuilt unit with warranty.
When I picked up the truck, Andy noted on the invoice that it was running roughly and needed a tuneup. I thought this was strange since the truck was running fine when I brought it in, and it didn't make sense that it suddenly needed a tuneup. When I discussed this with Andy, he said the spark plug wires needed to be replaced. Again this was strange since I couldn't imagine the spark plug wires going bad overnight. Nonetheless, I subsequently replaced the spark plug wires with original equipment Ford. It didn't make any difference since the truck still idled roughly. I also noticed that it made a clunky sound when starting and had an unusual exhaust note.
I took it back to Andy and this time he theorized that the old spark plug wires had been delivering a weak spark and had fouled the plugs. Again, this didn't make sense because this kind of problem doesn't happen overnight. I told Andy I was going to take it to Serramonte Ford. He offered to take another look at it to double check his installation. When I picked it up, he said he could find nothing wrong with what he had done.
At Serramonte Ford, they said they detected a miss and that I should replace the spark plugs and coil pack. I said go ahead. But when I picked up the truck it was still idling roughly. I took it back to Serramonte Ford to have them look at it again. This time they detected an out-of-balance torque converter which was causing the engine to shake. Apparently the rebuilt torque converter that Andy installed was faulty. I'm surprised that a transmission specialist like Andy missed this. Serramonte replaced the faulty torque converter (no charge-covered under warranty) and the rough idle was gone.
Unfortunately, the truck was still making bad noises including a clunk when starting as well as a knocking rumbling noise when idling and running. I took it back to Serramonte Ford and this time they determined an exhaust mount was incorrectly postioned causing the exhaust to come in contact with the frame. During normal engine starting and running, the slight rocking of the engine was causing the exhaust to bang on the truck frame. Apparently when Andy removed the exhaust to replace the transmission, he incorrectly positioned the exhaust mount when he re-installed it. Serramonte positioned the exhaust mount correctly (labor charge for me) and the noise went away. Finally my truck was fixed!
Andy missed these problems twice: when he first installed the transmission and when I took it back for him to check it. I don't think Andy believed me when I told him these problems didn't exist when I took the truck in. He must have thought I was some dumb schmuck who didn't realize my truck was running poorly. In reality, I am more knowledgeable than the average person about automobile mechanics and keep all of my vehicles in top running order and perform preventative maintenance. I also used to own collector cars on which I did a lot of my own wrench turning. If my truck was running roughly before I brought it in, I would have taken steps to fix the problem. As it was, Any just assumed the problems were not related to his work and must have been some pre-existing condition.
After the problems were resolved by Serramonte Ford, I took it back to Andy to let him know what it took to get my truck running right again. It took me two months and several trips to him and several trips to Serramonte Ford, most involving two vehicles, before everything was right. This involved a lot of gas and a lot of my time. He offered a weak apology, 'sorry for the hassle.' I asked and he reimbursed me for the labor cost in having the exhaust mount positioned correctly.
Everyone makes mistakes, and I'm willing to live and let live. The only reason I'm writing this review is because of Andy's attitude. He argued with me every step of the way. I can be stubborn and pig headed, but Andy matched me word for word. I always went away angry from my meetings with him because he would never address my points and just kept insisting that he didn't do anything wrong. There's an old saying 'the customer is always right' as a guide for running a business, but in this case the customer really was right.
I believe Andy is a competent mechanic and if everything goes right, you will probably go away happy. But if something goes wrong, you may find yourself in a protracted battle before the problem is resolved. read more