Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck needed to be checked out (1996 7.3 L diesel). Global said it needed a transmission overhaul, which cost me more than a month's wages. After the overhaul, the truck still wasn't running correctly and having similar issues to what it did before the overhaul. As it was still under warranty, I took it back to Global on May 12. Since then, it has been sitting in an insecure lot next to a busy street, unlocked. The grass has grown up around it and I have not even received a phone call from Global. I think they don't want to fix their mistake because what money is there in that? I have been trying to give them the benefit of the doubt, but I have reached my limit. If they cannot fix their work properly, I request a refund so I can take it somewhere else.

  Customer response

  08/21/2023

  I still have heard no response about this issue. Do you think it may be time for me to hire a lawyer since the BBB process is not working? Thank you.

  Business response

  08/29/2023

  Ms. *********,

  I would like to extend our apologies for taking so long to respond to this complaint. I had some fraudulent things occurring with my business e-mail address that resulted in me being locked out from accessing our e-mail for a little over a month. I was finally able to get back into my e-mail last week, saw the complaint and intended to reply but got sidetracked. My lead technician and transmission builder that worked for me for 35 years died unexpectedly at the age of 51 on August 12, 2023. I realize that our loss is not your issue, but the lead technician/builder that passed was who was best equipped to work on your truck. Your truck is heavily modified with multiple modules that are working in ways that are not typical, so it definitely complicates things. We work on tuned gasoline and diesel fuel cars/trucks all the time, but there is a lot going on in your truck in terms of additional modules, wiring, and the security system. We were behind before our lead technician passed away unexpectedly and has passing only made that issue worse for several weeks. However, we have hired two very capable technicians in the last 2 weeks, which has allowed us to get caught up on things. We have no notes pertaining to where our previous lead technician was in the diagnostic process, so we are starting fresh. I can assure you that we will get to the bottom of the issues you are having and your truck will work as it is supposed to when you get it back. There is the possibility that we will have to involve a shop that specializes in diesel performance to assist on the modules, but we will get this done. Your truck is at the top of the list in terms of resources and we will keep you updated as we work through the diagnostics and figure out what is causing the issues you are experiencing. 

  Respectfully, 

  Rodney *********** 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Global Transmission to rebuild the automatic transmission on my 1999 Honda CR-V in June 2021. I have had the car back in the shop 9 times. The problem has not been fixed yet. The check engine light is on again after 700 miles since the last time. The have had the car for roughly 3 months since the first repair. They are running out the 3 year 50000 mile warranty.

  Business response

  05/24/2023

  As a business with a strong reputation, we are committed to maintaining that strong reputation. Each time Mrs. **** brought in her vehicle, we did our absolute best to rectify the issues that she reported. Unfortunately, we were unable to replicate the problem that Mrs. **** had reported. An important part of diagnosing issues with a vehicle is being able to experience the problem firsthand. As stated previously, we were unable to witness the reported problem during multiple test drives that were performed each time the vehicle was at our shop. Nevertheless, we still attempted to diagnose the vehicle based on Mrs. ****'s verbal description of the vehicle's behaviors that were problematic. We strongly back our warranty, and frequently warranty part/system failures that are outside of the warranty timeframe. Our shop would never "run out the warranty" on anyone, because it is not only the wrong thing to do, but it would also quickly destroy the strong reputation we have worked so hard to build. As a show of how dedicated we are to living up to our work and the warranty we provide on our work, I am officially doubling the warranty timeframe on Mrs. ****'s repairs. There are a lot of moving parts and pieces to every vehicle, and they can be difficult to diagnose on occasion, but we will stop at nothing to make sure all of our customers problems are rectified in the end. As the owner, I am extremely apologetic that the reported issue has not been resolved yet, we seldom run into a vehicle that has an elusive issue like this, but it does happen. I sincerely hope that Mrs. **** will reach out to me so we can get to the bottom of the issues her vehicle is having, because that is what she paid us to do, and that is commitment that our business does not take lightly. 
  
  Respectfully, 
  
  Rodney ***********
  Co-Owner/President 

  Customer response

  05/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19980512, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jo Ellen ****

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took my truck to be serviced in March. It sat there for over a month before being fixed. During that time frame we were given the runaround on time frame, and progress of the repairs. Received the truck at the end of April. Repair was fine. Took my wife's car in for the same problem. It sat for 2 weeks, nothing done. Picked it up to travel not fixed, took it back 2 weeks later in the first week of June. Just got word last week that it's worse than it was when we took it in. My truck repair lasted a few months when the same problem started again. I took it back to them to have it fixed again. That was almost 2 months ago, and they haven't fixed it yet, and don't know when they will. They have 2 of my vehicles hostage, and will not fix them. We are down to one car and a motorcycle trying to run a construction company. They have had the opportunity to fix my truck under warranty work, but refuse to fix it. I need to take it to another shop and have them fix the repair, and have Global to take care of it since they refuse to fix it. Please help since they have 2 vehicles, and I have nowhere to turn. Thanks, Brad

  Business response

  12/19/2022

  Sorry it has taken this long to respond to the complaint by Mr. *********. We do take any feedback, good or bad, very seriously.

  I spoke with Mr. ********* and believe that we resolved the immediate problem and am trying to restore a good working relationship with his family. 

  We repaired Mrs. *********'s Lexus transmission and spent countless hours resolving an electrical problem that gave us a lot of trouble finding the answer

  to. At the conclusion of our efforts, we charged Mr. ********* nothing for the $1200.00 worth of repairs. That was the amount of the original repair authorized, not

  to mention several new parts and hours of labor spent trying to complete the repair. The car drove fine but maintained warning lights that could not be cleared.

  We gave the vehicle back at no charge and are currently finishing up his second repair. Mr. ********* had every right and reason to complain. We did take too long but simply had a problem that eluded us for weeks. I do not charge to not fix any vehicle and am sorry for the inconvenience it caused his family. If you, or anyone should have questions in regard to this or any other matter, do not hesitate to call on me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩