Complaints

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2012 chevey Silverado to **** to rebuild the transmission. He states that is what he did and we paid to have an extra coolent placed on it so that the temp would not get hot. We received the truck back with in 5 days with him saying that it was fixed. With in 2 days of driving the truck the temp on the transmission was rising higher than it did before we took it in to his shop, also when stopping and going at slow speed the transmission slips and creates a hard jerk between gears this has never been the case in this truck, also in receiving the truck back we noticed that it sounds like something was not put back correctly as now every time you go it sounds like there is metal flexing and bending . We also believe that while he had our truck he had it sitting in front of a high heat heater as when we took our truck in our front bumper wrap was smooth and when we received it back the wrap had been melted and now one side is totally bubbled out, that same side drivers door never had an issue closing and now the door does not close in the manner it did before we took it in so im not sure what went on while he had it. We also noticed that our back tires were used to do burnouts . I have contacted him twice the first time we took it back in and he states everything on his part was good and that these things happen in older vehicles, i feel when i talk to **** he over talks and does not want to hear my concers about what is now wrong with my truck he has his money and he is done , He does offer a 12 month or ****** mile warrnety . i do not want him working on my truck any more so i would like to request that i be allowed to take it to another shop and Dr. ********************** pay for the repairs at another shop as i do not trust the work of his word that everything is ok with my truck when i know he did not do the work correctly or to a high standard.

  Business response

  03/29/2024

  To whom it may concern:

  We take all precautions available when servicing a customer's vehicle. Also the customer in question who we have on the paper work is by the name of *********************. He originally came in with a transmission problem and he authorized the repairs to his vehicle. Vehicle was finished and picked up on 1/23/24. Attached will be the signed agreement on warranty and how the customer paid. One week after the customer took his vehicle his wife decided to give us a call and state a concern of the transmission possibly overheating. We acknowledged the phone call and had the customer bring it in for a inspection and also determined the external cooler could be faulty and replaced it again as a precaution. Following the replacement we also do an extensive test to make sure there are no additional problems with transmission or external cooler. We take all complaints and issues customers might have with the vehicle very seriously. All our repairs and procedures are followed and based on ******** 1 software. We honor our warranties towards the work performed on the transmission. We also have invested in adequate equipment to take care of any customers vehicle while its being worked on. We have responded to every worry or question this customer has had regarding their vehicle even though we were not dealing with the original customer on the invoice we acknowledged his wife calling in for any concerns she might have. We also offer any reinspection of any vehicle. After receiving a second phone call a month later, she denied any reinspection and expressed her displease with cosmetic issues and noises she states the vehicle has. We in return offered to address any concerns and she hung up on us and never called us back. We do have signs posted for customers in the office for awareness of what we are responsible for and what we are not .We will stand by and honor the warranty on the work performed on the transmission only no refunds will be given and will not be subject to cosmetic issues or any other condition of the vehicle that has nothing to do with the original work performed.

  Customer response

  04/12/2024

  I would like to request a file be put in to their insurance for the cosmetic damage that was done to my truck while it was in their shop. If Dr.Transmission can  not acknowledge that they cause damage by their heating system being located in from of the truck then they should fix this also in their shop so that it does not happen to any ones else thats the least they can do is fix what damage was done . I have already had the truck fixed by another place that has worked on many vehicles that have come from Dr.tramsmission, this shop needs to be held accountable for the poor work and care that was done to my truck and not blame it on the age of the truck as i see that a cop out for the mistakes that they made as this truck had no damage to the drivers side before we took it there .    Please see in the photos the drivers bumper is welted now and my the extreme heat that it was sitting in it has now also made the door ajar and hard to close.

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