Complaints

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Adding to my 1-star review from 3 weeks ago [12/3/24] Recap I took my Yukon to North American Transmission (NAT) October of 2023 for them to rebuild my transmission and install a new Billet Torque Converter.I paid (NAT) $6,000.00 in FULL for the work they completed. They stated their Warranty is 365 days or 12K miles.1 month outside of the 365-day Warranty, my torque converter went out. I brought the Yukon to their shop immediately and (NAT) confirmed it was in fact my converter and they added additives as a favor / for free and said that it will fix the issue.(It didnt fix the issue; the same day my converter was still making the rumble strip noise with vibration.I then messaged an employee of (NAT) who also did my rebuild and specifically asked him if the converter is at least covered under warranty from the manufacturer company who they received the torque converter from. He wrote me back and said, They only give us a year warranty on the converter thats all we can cover Fast forward 3 weeks, I ordered a new converter on my own and took my Yukon to get fixed elsewhere. When pulling out the Billit torque converter (NAT) installed, I found the manufacturer company information on the converter. Florida Torque Converter Corporation [After researching (FTCC) their website states LIFETIME WARRANTY] I called (FTCC) located in **********, **. I explained the entire situation and (FTCC) confirmed that I can either ship or personally deliver my bad converter to them and they will send / give me a new one SAME DAY because they value their policy of Lifetime Warranty.North American Transmission response to me said: When we purchase the parts, they give us 12 month warranty (NAT) continues their response to my review with how they will fix my converter at a discounted rate when in reality if I never did my own research, I would have paid them for a part that they would have had covered for FREE under warranty through the manufacture company.

  Business response

  01/09/2025

  I am truly sorry that you have a problem with work done at our shop.

  your receipt clearly states that the warranty on repairs to your truck is 365 days (12 months) or ****** miles whichever occurs first.

  your truck was out of warranty on time ( 13 months) and it had traveled ****** miles

  we do not design these transmissions or rebuild the torque converters.

  warrantees are designed to protect both you the consumer and us the repair facility.

  if you were within the warranty period your truck would have been repaired at no charge 

  it was not in the specified warranty period so our manager ** installed a friction modifier that we truly hoped would help you but unfortionaly it did not help, or did he charge you for it

  ** offered to remove and replace the transmission and replace the torque converter for $2,000.00 one third 0f what you claim you paid originally.

  I feel that that was a generous offer considering the failure was no fault of ours and actually a part we had purchased and a part that you personally contacted the manufacturer about

  I am assuming they (Florida Torque Converter) did not offer to remove and replace your transmission to replace the failed part for free but you some how think I should do all that labor for free on a part that had exceeded the labor warranty we provided with the repair

  I sincerely wish all our repairs went over ******* miles but we do these repairs to the best of our ability with the best parts we can find.

  an example would be you can purchase lifetime warranty brake parts but that does not include labor but some how you expect us to repair your truck when it is clearly out of warranty.

  I know you don't agree but at least our side is now documented 

  you have threatened me with a lawsuit on a repair that is clearly out of warranty .

  you have given me a one star ****** review and now you have complained to the BBB 

  you have made your position clear and now you have my position 

  hopefully when all is said and done you will be satisfied with the repairs being made now and have no other issues with the torque converter

  Customer response

  01/10/2025

   
  Complaint: 22755466
  
  I am rejecting this response because:

   

  Good morning ***** and thank you for the response.

  
  First,  I never asked for your shop to fix my vehicle for free or fix it at all for the matter.  I simply brought my vehicle in when there was an issue and had your shop identify the problem.  It was at that time I was advised the converter was bad and no longer under warranty.  And I acknowledge there were some additives added at no charge to see if that would remedy the problem, which it did not.  Further, I am aware that any labor cost would fall outside the 12-month warranty.
  
  The point to my complaint and 1-star review pertains to being told that my converter only has a 12-month warranty, which is not accurate, as you are already aware.
  
  As shown in my documentation, I specifically asked if the converter itself carried a longer than 12-month warranty.  Not only you but also your company representative *** advised there was not, which is not correct.
  
  As you are aware, I later contacted the manufacturer who confirmed that they do in fact, carry a lifetime warranty on the converter itself.  Something that you continue to deny, even in your response to the BBB.
  
  My point again is that if I was provided with the truthful information, that the converter was still covered under warranty, I would have been able to make the decision at that time to move forward with the repair, whether by your shop or any other.  I would have avoided additional and unnecessary expenses that I have incurred in trying to resolve it.  My unnecessary out of pocket expenses incurred is what I am seeking from you and your company and what I feel I am entitled to as a paying customer who trusted your shop.  Not to mention that I have not been able to have regular use of my vehicle and have had to borrow vehicles while trying to get my vehicle fixed and working in a safe manner.
  
  Your continued statement that the converter only carries a 12-month warranty is less than honest, therefore you are not being loyal to your customers, and you are misrepresenting the manufacturer.
  
  Hopefully, when this is all said and done you will see my documented side, we can move forward to remedy this matter.  It is not my desire to proceed with legal action, however I am ready and willing to move in that direction if we can not bring this to a reasonable and agreeable resolution.
  
  I look forward to your positive response.
  
  Respectfully,
  
  ******* ********

  Business response

  01/16/2025

  Business

  Most Recent Message

  Date Sent: 1/16/2025 11:05:38 AM
  

  My name is Dayton ******* ******* owner of North American Transmission

  If my part time manager ** mistakenly told you the torque converter came with a one year warranty when it actually has a lifetime warranty it was an honest mistake and news to me.

  Neither Myself or ** was aware of a warranty that exceeded the one year warranty we provide.

  That being said it does not change the fact that the truck had exceeded the 365 day or ****** warranty we we provide.

  we also use parts that come with no warranty or a ***************************************************************************************** our provided warranty.

  the bottom line is ** offered to repair your truck at what he felt was cost at $2,000 you refused this offer and opted to write me a threatening email, a one star ****** review and a complaint to the BBB an organization I have supported and been a member with for many years.

  the truck is out of our provided written warranty and you refused the offer we made to provide the labor and fluid and parts necessary for $2,000.00  so there is nothing more I am willing to do for you.

   

  Customer response

  01/16/2025

   
  Complaint: 22755466
  
  I am rejecting this response because:
  

  Good afternoon, ******.
  Although you & I both know it wasnt a mistake and you know very well that Florida Torque offers a lifetime warranty, there is nothing I can do about you not being truthful expect voice my experience to the public.For that, my 1 star ****** review and BBB complaint will remain, so customers are aware.
  
  I dont know of any other mechanic who orders parts from a manufacturer company who DOESNT check what warranties are offered but if that's your story, then so be it. 
  
  Again, as stated in my 1st rejection, my complaints and review I understood and signed your receipt for what YOUR company warranty is. However, that was not my question, argument or statement to you or about your company, so I am not sure why that keeps being brought up.
  
  My argument was simply that neither of you were honest about the manufacturer company warranty, which is what I asked about specifically.
  
  I never asked your company to fix my yukon for free nor would I expect that, especially being outside of the warranty window.
  
  The bottom line is you and ** were not honest to a paying customer who trusted your company.
  

  
  The labor and fluid were out of warranty. My converter was not.

  $2,000.00 for labor and $100 worth of fluids for a job that takes 4 hours give or take, is a joke.
  

  There is nothing more I need nor want from your business.  

  
  Thank you, BBB for letting us publicly voice our arguments for the viewers to read.
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to a transmission shop 9 months ago to get it fixed they told my husband that it was going to be $2,500 so when I took it back they charged me $4,500 to get my car fixed but they haven't fixed it I have took him my car to them at least seven times and every time they say it's something to do with my car I go get it fixed they said my motor mounts need replacing that's why I was jerking I fixed it they said I need some oxygen system sensors I got them done now they're saying it's my computer if it was my computer why did they mess with my my transmission why they just didn't tell me it was my computer nine months ago they're trying to keep from fixing my car every time I take it they fix on it and it's worse than it was before I just got it back 3 days ago and now it looks like I need to get a whole new transmission done because it's jerking like it did when I first took it 9 months ago this has been an ongoing process and I wonder if it's because I'm a woman and a black that they keep doing this

  Business response

  10/11/2024

  My name is ****************************** am the manager of North American Transmission.

  It is correct that the car has been brought back multiple times and every time we take the car in and try to address the customers complaint.

  every possible light is lit in the dash for trouble codes and the car needs computer work that the customer refuses to acknowledge and or correct.

  Every time it comes here and we show the customer a possible  problem and  they take it somewhere else for the repair . The repair is done so we obviously were not making it up. we can not confirm what parts were replaced or the quality of the parts.

  I have personally driven the car over 150 miles and have never felt her complaint of a hard shift.

  Her husband brought it in and I rode around with him for almost 30 minutes and it never shifted hard so he left.

  WE HAVE IN AN EFFORT TO INSURE WE WERE NOT AT FAULT HAD THE TRANSMISSION REMOVED FROM THE CAR AND REBUILT OVER 3 TIMES NOW TO GIVE THE CUSTOMER THE BENEFIT OF THE DOUBT AND HAVE SPENT WAY MORE THAN THE CUSTOMER WAS CHARGED.

  EVERY TIME IT COMES IN IT HAS A TRANSMISSION COMPUTER CUMMUNICATION CODE THAT WE HAVE DOCUMENTED AND INFORMED THE CUSTOMER AND THEY REFUSE TO ADDRESS,.

  WE SENT THE CAR OUT TO D&R COMPUTERS FOR ANALYSIS  AND THEY CONFIRMED THE CUMUNICATION CODE THAT WE HAVE CLEARED MANY TIME IS POSSIBLY CAUSING AN INTERMINTENT PROBLEM THAT COULD EXPLAIN WHY I MYSELF HAVE DRIVEN THE CAR MANY TIMES AND NEVER SEEN IT SHIFT HARD.

  We actually have the car here right now . We have removed the transmission for the fourth time finding no issues with the work we performed in rebuilding the transmission.

  We replaced the external wiring harness out side the transmission a part we are not responsible for and have been driving the car every day and it has not acted up with any hard shifts (something I have never seen).

  WE have gone way above and beyond on this repair to a car we did not break and it is very disappointing that this customer would contact the ******************** in a mater we have worked very hard to correct for the customer never once refusing to spend our time and money to correct a problem she claims to have and I sincerely believe her but have not seen and we did not cause.

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