ComplaintsforEdward's Transmission and Engines

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my truck serviced for a drive shaft problem at the Castleton location. I returned to the the truck because it was not fixed. they called me and said it was fixed three times and it was not fixed.I took my truck to another shop and they said that Edwards needs to fix it right because it was their fault. When I took it back to them the manger stated I needed to bring it back next week. I explained that I am working and living in ********* and I don't have time off to bring the truck back to them during the week. ( I have this conversation recorded on video, also two conversations.)I said I will need a rental car and and help with expenses because I am already hundred's of dollars out of pocket. The manger stated he would let me know. The manger called me and wanted me to take time off to fix it right. I told the manger they had months and multiple times to fix it right, and I am not going to lose more money and my job. I need a rental car.Two weeks later my driveshaft broke in *********, I paid to have it towed to a shop in ********* and got a estimate, and drove to ******* in a rental and gave the manger the estimate to fix it, and he said he would get back with me. I filed a complaint on this site with the BBB.And once again they lied and said that the problem is corrective and its not.I have over $3000.00 for a rental, $1500.00 to fix it right, $200.00 for another shop that stated it was Edwards fault, and hours of my time without a truck, (inconvenience and ride share expenses ). Now I am going to have to pay for a Lawyer and take more time off, and more expenses to get what I have out of pocket. FYI if you do business with them, record everything.

  

  Business response

  02/14/2024

  To whom it may concern, 
  Yes, we requested **************** to return the vehicle to our facility.  We have to have the vehicle to repair it. The only part we replaced was the driveshaft and it was under warranty. We send them out to be rebuilt and if there was a problem with the driveshaft, we would have to have the vehicle to take out the driveshaft, send it to the build facility, and put it back in when we get it back. We asked him to leave the vehicle with us on several occasions and he was unable to leave it.Unfortunately, this is not a 10-minute repair. We can only repair it if left. Our warranty specifically expresses that only the part and the labor paid for through us is under warranty and that we do not cover incidental damages including rental or loss of work. The original repair was done in September of 2022 and has not been in warranty since September of 2023. We only install the parts and do not make them so we can only deal with the warranty given by the part manufacturer. We are sorry that the part failed but would have been happy to help given the time to do so. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On tues June 6th I had to have my 2012 ******************* towed into edwards transmission. My transmission went out on freeway. Over the phone I was quoted $4875, but when i picked up car i was told $5875. Is it because im a woman they think they can rip off???I rented a car while they had mine. They kept it a full week, I didn't get it back til Fri June 16th. On Father's day the 18th I was taking a little trip, got 100 miles away and transmission started doing same exact thing only this time I had my dog and 16 month old grandson in it. I was able to go a couple miles let it cool down then go a couple more miles let it cool down. Needless to say it took forever to get back home and a ****** off grandson who had to stay in carseat the whole time. This morning I took car back to them to fix it right because they ended up charging me $5858 instead of the $4875 I was told. They told me they don't cover car rental which I want reimbursed for because it's not my fault I'm having to rent a car again. The car wouldn't go over 35 mph and Hot transmission came on screen. Needless to say it ruined my father's day and by time I got back home my nerves were shot and my stress level was thru the roof. I want my car fixed correctly and I want reimbursed for the rental. I have dr ***** this week and need a car. Cant be stranded again like I was. I had to take rental back 2 days before I got mine back and I was stranded at home.

  

  Business response

  06/26/2023

  *********************** contacted our customer service call center about her 2012 ******************* being inoperable and needing towed in for diagnosis and repair.  ************ spoke with our store manager, ****** and was given a verbal "ball park estimate" for a used transmission to replace hers of $4875 plus fluid and tax.  After discussion with the customer ************ stated she had lower mileage on her vehicle and opted for a rebuild/repair of her existing transmission which comes with new internal parts and a 12 month/12,000 mile limited warranty estimated at $5575 plus tax.   ************ has misunderstood there where two estimates based on the level of work to be performed and the length of the warranty. Yes, we had the vehicle until June 16th, we had to wait for an available lift and then parts to complete the work.  

  There is no way the vehicle was "doing the exact same thing" as prior to the transmission being rebuilt, " ORIGINAL ISSUE BEFORE REBUILD WAS TRANSMISSION WOULD NOT MOVE BECAUSE IT EXPLODED INTERNALLY, NOW DROVE VEHICLE FOUND NO ISSUES WITH TRANSMISSION, NO LIGHTS ON OR CAME ON WHILE DRIVING, NO CODES PRESENT IN SYSTEM AND TRANSMISSION OPERATED AS SHOULD, TRANSMISSION COOLER IN RADIATOR HAS GOOD FLOW, BASED ON WHAT THE CUSTOMER DESCRIBED THE COOLER IN THE RADIATOR MUST BE DEGRADED IN COOLING ABILITY DUE TO THE TRANSMISSION DAMAGE FROM ORIGINAL TRANSMISSION ISSUE, ADDED AN EXTERNAL ADDITIONAL COOLER FOR EXTRA COOLING CAPACITY TO PROTECT TRANSMISSION".  This was done at no charge to *************

  The terms of our warranty are clearly stated on our receipts, we don't cover rental vehicles.

  Sincerely,

  *********************

  President/Owner

  ******'s Transmission Exchange

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Monday was the 3rd time I had to take my **** back to **** because it was doing the same thing. I had to cancel 2 trips because it wasn't fit to travel in. For $5800 it needs to be fixed correctly. I want to travel to **** for my granddaughters bday on the 4th and see my new grandson. I need my car fixed correctly. 
  Regards,
  
  *********************
  

  

  Business response

  07/18/2023

  The intermittent issue has been resolved with a larger capacity external transmission cooler.  It is our understanding that the customer has returned the vehicle to verify the issue has been resolved and all repairs completed.

   

  Customer response

  07/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *********************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/1/23 i paid edwards transmissions on keystone ave ****** to fix a transmission leak. On 3/5/23 my car began to smoke i pulled to a gas station popped the hood and seen that a funnel had been left inside the transmission fluid and the cap was off i called edwards and let them know that my car was smoking it had cut off and it was struggling to accelerate they told me to bring the car back to that location and they would fix the problem when i got there i waited like 10 mins and they said they were done all they could do was take the funnel out and put a new transmission cap on i asked if they knew why my car would have shut off and why it was struggling to accelerate they stated they didnt know and there was nothing else they could do for me i asked for his bosses information and when i spoke with ******************* the DISTRICT MANAGER/ PART OWNER he told me there was nothing he could do for me he isnt going to argue with me and hung up in my face

  

  Business response

  03/29/2023

  ************** brought her vehicle to our Keystone location with the concerns of a Transmission leak check and advise.  ************** agreed to our diagnostic charge to determine the cause of the concern and the general condition of the vehicle.  Ms. ******* did indeed have a leak caused by the transmission cooler lines that supply transmission fluid to the cooler, that repair was authorized and completed.  ************** was also advised that her **** Pontiac had a check engine light on with multiple codes presenting: P0134 O2 sensor, P0135 O2 heat sensor, P0300 Engine misfire, P0341 Camshaft position sensor, P0442 EVAP small leak, P0742 Torque converter system stuck, P1189 ********** pressure switch circuit, Vehicle has no engaging breaks, Pedal goes straight to the floor, Multiple engine oil leaks present and excessive engine noise.  ************** was advised of our findings, and she stated that the vehicle was hesitating on acceleration but only wanted to address the transmission cooler line leak at this time as to move forward with corrective action would cost a lot of money.

  We did replace the transmission cooler lines and refilled the transmission fluid to the proper level.  We did inadvertently leave the fluid funnel in the re9793105servoir fill hole; ************** discovered this and brought it to our attention.  ************** returned the vehicle, and we removed the funnel, replaced the cap to seal the transmission and made sure to wipe down any transmission fluid visible at that point and returned the vehicle to ************** with an apology.  Since then, ************** has been calling our business with the complaint of the vehicle "cutting off". We have repeatedly advised her that the engine performance has nothing to do with the transmission cooler lines.  There are multiple issues with the engine performance that could cause the issues she is experiencing; however, they are NOT related to the repair she had done. 

  If there are any issues with the transmission cooler lines leaking, we will be glad to address those issues at no charge to ***************  

  *********************

   

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  EVERYTHING they stated was a lie besides the part about the transmission line cooler having a leak. Once i dropped my car off i waited a few hours and called to see had they diagnosed the car to see what else was wrong with it being i already knew about the transmission leak. They informed me that there was also a break line leak and that the brakes were not working i found that odd because they were working before i dropped the car off but i asked how much the repair of that would cost they informed me that they didnt specialize in that work so it would be thousands of dollars. im a single mom and work hard for every dollar that i make to provide for me and my child i told them that i could not afford that and i would just like the transmission repair. i paid 200 for the parts to be shipped over night and the remainder ****** the next day when the car was supposed to of been fixed. they said they did a double inspection of the car but didnt drive it because of the brakes. but a double inspection was not done. A few days later my car was having trouble accelerating and began to smoke. so i popped the hood and seen that there was a funnel still in my car where the transmission fluid cap was supposed to be and it had melted on the engine. i called ****** and let them know of the problems they told me to bring my car back up there i took my car back up there and all they did was take the funnel out and put a transmission cap on and sent me about my way. my car sat for two weeks straight and now im stuck doing what i was doing before i paid them nearly $500 (pouring transmission fluid in my car every few days)until i can afford to actually get my car fixed. they refused to help me and i spoke with everyone in higher management including **** the regional manager and they were all very rude when i simply just wanted my car fixed the proper way. i do not trust them to fix my car because if they were going to they wouldve done it the first time. i simply want my money back because they scammed me they did not provide the services that i paid for and afterwards they were very rude and treated me like gum at the bottom of their shoes 

  
  
  Regards,
  
  ******************
  

  

  Business response

  04/26/2023

  ************** was informed of the multiple issues with her vehicle.  ************** declined the repairs as she stated and only authorized the transmission cooler line repairs.  Again, we made an error and left the funnel in the fill hole.  We removed it, topped off the fluid and apologized. 

  Here is ****************** legal remedy, she can return her vehicle to us to diagnose the leaking issue if it is the cooler lines or not.  We will warranty the cooler line installation only for 30 days.  ************** didn't approve ** to make any of the other needed repairs, therefore those issues still exist.

   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i went to Edwards transmission ********************************************************************* have a vibration in the drivetrain.********************* its a drive shaft. After having my truck for two days, they told me that the driveshaft was sent out to repair and it didn't come back right. So after days I called and asked about my truck. The manger was on the phone with me and said that the service technician is now coming in after test drive.I here the manger say " its still vibrating" and then he said " let me call you back" he called me back and said it was fixed.It was not fixed, still vibrating.I paid another shop to look at it and had to pay them $140 so I could get in writing that its Edwards fault. i took it back to Edwards and showed them the paperwork and they made appointment for me to come back.i asked because of my trouble and extra money if they could give me a service fluid change. He said he would give me a service.i am a engineer and he didn't not give me a service, the same old gasket is on the transmission, its still vibrating, and now my transmission is messing up.i called another store and they said a district manager would call me. that didn't happen.So I have to save money to get it *********** somewhere else. I think now my transmission needs to be rebuilt. The only thing I paid for was lie's.

  

  Business response

  01/10/2023

  **************** brought his vehicle in with a vibration, and we diagnosed it as his drive shaft.  We sent his driveshaft out to **** ************* to be rebuilt/repaired.  **************** had to return due to a continuing vibration.  We honored the warranty and replaced the driveshaft.  As an act of good customer service we agreed to service ******************** transmission for his inconvenience.  WE DID service his transmission; the transmission has a metal gasket that isn't recommended to be replaced unless there is a leak present.  There was no leak present, and this service was preventative maintenance therefor the same gasket was used.  **************** claims his transmission wasn't serviced due to the fact there wasn't a new rubber gasket used, this is simply not true.  We have contacted **************** to determine the nature of the complaint and he agrees we serviced his transmission.  **************** current concern is a vibration or shifting issue, the vehicle will need to be brought to our facility to diagnose any issue.  There is a warranty on the drive shaft should that be the issue.  **************** has agreed to drop his vehicle off 1/12/23 for examination.

  We believe this complaint to be resolved.

   

  Sincerely,

  ******'s Transmissions and Engines

   

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased as transmission from them with a three month warranty, I brought the truck back due to issues within a week of having. I was told that it needed more miles in the truck to act right. After a week and the same issue I was told that everything was fine. Not once did the employer log the truck or do diagnostic. After being lied to multiple times the transmission went out in 120 days. The supervisor(****)who lied and told me everything was ok had me bring my truck back only to become fired shortly! The new supervisor (****)has been very distasteful. Says since (****) didnt log anything is my fault and theres nothing he can do! I feel cheated, scammed. **** has lied saying he has any knowledge of the situation when Ive called every week! Im very upset and hurt!

  

  Business response

  03/16/2022

  ****************** was offered a rebuilt transmission with new parts and a longer warranty in July 2021.  ****************** chose a used transmission with a 90-day warranty (which is less expensive due to the product and time of warranty coverage)

  We are not disputing ****************** returned his vehicle with complaints that were unfounded.  The warranty period expired 12/08/21, the vehicle was returned in January ************************* February 2022.  The previous manager is no longer employed with us but that has no bearing on this matter.

  We have offered ****************** to rebuild the transmission he purchased of replace it at a VERY discounted rate to help mitigate his cost and as a gesture of good will.  He declined our offer.  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to get a starter replaced. I went to pick my car up from shop and my radio was missing. Also my desktop is all smashed up and all my stuff tht was in the trunk was in the back seat. This is an criminal act and I feel like I'm not getting assisted properly. I was told district manager was coming in today at 8:30-9am didn't never show and was told he was going to give me a call and never received. Showed up at the shop after work and now I'm being told they will call me tomorrow. I spent 515 with this company trusting them with my car and the radio I had installed was not cheap. They said before they sat my car out the radio was intact. Also I had drinks in my car as if someone was lounging in my vehicle. How I was treated as a customer was jus sad.

  

  Business response

  03/03/2022

  The customer's vehicle was completed and wasn't able to make arrangements to pick up the vehicle before closing time. Customer asked for car to be set out front with keys under mat for after hours pickup.Called the next day alleging radio was stolen and car had been gone through. I spoke to him yesterday and The store manager spoke to him the day after the incident. I advised customer that he should file police report and that we had no control what a thief had done to his vehicle after hours. We are sorry for the fact that his radio was stolen but had no control over the situation.  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I need some assistance with getting my vehicle fixed at *********************************************** on ******* in Castleton. My vehicle was originally towed to their shop on 12/6/21. I called back on 12/9/21 to see what their diagnosis was and according to the shop manager ***, I needed another transmission and transfer case. He informed me they had already found me a used one with about *****k miles on it with a transfer case as well and that the total cost of repair would be *******. I informed them usually auto shops don't charge you until the work is finished, but for whatever reason, the manager requested that I pay the ******* up front. I advised them I couldn't pay the full price at that time but I could give them ****** just to get the work started and *** agreed. I made the 700 payment on 12/9/21 and the transaction posted to my bank on 12/13/21.I told them I would be back in 2 weeks, my next pay period, to pay the remaining balance and pick up my vehicle.I called back on 12/23/21 to check on the status of my vehicle and to let them know I was ready to pick it up and pay the remaining balance. That's when I was advised my car was not ready and that there was additional work that needed to be completed to determine the issue. The manager advised me that he would try to find some "lift time" to get the vehicle in the air and inspect it.Finally got my car on 1/6/22 after complaining to the ******* manager. The transmission went out that same night at 7:30. They picked it up on 1/7/22. I called them on 1/10/22 but no answer. Called on 1/11/22 and was informed the error was now my rear driver side axle that came out and needed replaced. They fixed it for free and I picked my car up today 1/13/22 after 30 days at their shop. Not 5 minutes into driving and the transmission went out again. I just had my axles replaced 90 days ago so its not my axles and they are lying using that as an excuse. I don't trust a word they say and I want a full refund!!!!!!!!!

  

  Business response

  01/26/2022

  The vehicle came in with a transmission and transfer case issue. We replaced them with used units programmed test drive and delivered the vehicle. After the vehicle left it lost engagement and wouldnt move. We towed the vehicle vehicle back and found the left rear axle had popped out of the rear differential. The customer informed us that 5 months earlier it had been replaced. We ordered a new axle and replaced it at no charge. Drove it multiple times with no issues and released it again. The customer left with the vehicle and the same thing happened to him again. We are currently replacing the rear differential for the customer at no charge even though it isnt a related repair that we had done for customer satisfaction. 

   

  *******************

  General Manager 

  Edward's Transmissions

  Customer response

  01/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Hello, I'm not satisfied with the company's response. There was no issue with my axle nor my differential when my car was towed to ******** Transmission. To begin, it took them 30 days to get my car complete. It fell apart that same night, went back to their shop for another week and when I picked my car up for the 2nd time, it barely made it around the corner without falling apart for the 2nd time!!When my vehicle got towed back to their shop on 1/7/22, I was advised it was an axle that popped out. The same axle I just got replaced on 10/14/21. The same axle that was perfectly fine before the transmission work was done. So they tell me what happened and that it's not the transmission nor transfer case, it's the axle. They're lying to try and cover up the fact that they destroyed my vehicle. That's the only reason they decided to "fix it" for free. If Edwards didn't cause the damage, why would they fix it for free? They're trying to portray an image of being customer driven and quote on quote fixing this issue for customer satisfaction. That's BS.Let's stick to the facts of the case, I will be filing suite on Monday morning, my car came into their possession on 12/6/21,I got it back after paying ******* on 1/6/22. The car fell apart the same day,took it back, supposedly fixed again on 1/13/22 but barely made it off the lot. If you thoroughly drove and tested my car, why did I only make it to the stop light before it went out again? That's bcuz you didn't drive it, you only checked to see if it changed gears and called it fixed. So I paid over ****, my car was sent back twice after that, and currently as I'm writing this, you all still have my car at your shop trying to fix it. At this point we'll let the courts handle this. Thanks. ]
  
  Regards,
  
  *******************
  

  

  Business response

  02/09/2022

  We installed a rear differential and axle and the vehicle worked great for several days. The axle pulled itself out again. There is an issue with the vehicle in the left rear suspension causing the axle to pop out. recommend it be taken to a body shop to check rear geometry. We are replacing the transmission and transfer case under warranty from the supplier we purchased the parts from and we will go from there. We did the rear differential and the axle as a courtesy. 

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  Hello, I do not agree with the company's response. Taking a look at their response, it stated that they put another axle & differential on my car and it drove fine or worked for several days that is not the case. The vehicle broke down every time I went to pick it up which was three times it broke down every single time that same day. So that statement alone proves that they're lying, there is no reason to state that my car worked for several days when clearly is documented even from the store manager, who is not the one who's writing this response I'm sure this is the regional manager who's not too familiar with the situation just going by secondhand information, there is no way possible that you would have made that statement stating that it worked for several days because even the shop manager himself will tell you that every time the car broke down the same day that I picked it up and it was towed back to your shop. So there is no several days in between to where my vehicle was working in the differential and axle were working.
  I will admit that yes you guys quote on quote fix the axle and differential as a courtesy but remember, when my vehicle was brought into you all there was no issue with my axle, differential nor suspension. You guys also warrantied the differential and the axle that you put on my car, and the reason that it was done as a courtesy was because I believe you guys know that it's some fault of your own that it's not working because there was no problems with my differential nor Axel when I brought it into you all. When you initially quote on quote fixed my transmission, you didn't mention anything about a suspension or an axle nor a differential, that was not brought up until I brought my car back the second time it broke down. Then suddenly, the narrative changed to it being some subsequent issue not the initial issue which you brought your car to us for. Im not buying it.
  I received a call on Monday 2/7/22 from Edwards stating that they had a compromise available for me. I sent them the estimate for work from the new shop, Aamco, and theyre stating and proved that the parts Edwards put on my car were defective and they want $5800 to fix the work that needs to be done on my car. So the compromise or proposal from Edwards is that they will furnish the parts to the new shop in order for them to complete the work. So Edwards is going to pay for the parts because they're still under warranty, now these parts include not only the transmission and transfer case they include the axle and the differential. What I do not believe is fair is that according to Edwards they're not going to pay the labor costs to the new shop, I have to pay for that out of pocket and if the job is done correctly by the new shop and it works, then Edwards will reimburse me the labor cost that I had to pay the new shop. I don't feel comfortable with this because remember Edwards you're the one that furnished the first parts that are faulty and were proved to be faulty from another shop. Also, you have admitted that they're faulty that's why you're replacing them again so why should I even allow you all to furnish these parts that could potentially be faulty like the first ones are? That's not going to fix my issue.
  The end result of this situation is not going to be that I brought my car to Edwards for a transmission and transfer case and paid them $3300 and the work was not done correctly because they used faulty parts, which caused further damage on my vehicle and then you guys just put your hands in the air and say well we tried everything we could do we even tried to fix the axle differential as a courtesy and it's not working so there's a new issue with your car and we're just done. Leaving me stuck without a vehicle that's not going to happen. I filed the lawsuit on February 7th 2022, I don't see that it has been served yet but it should be served soon and at this point we're just going to have the attorneys figure it out and allow the courts to make a determination on whether or not Edwards is liable for the damages that is going on with my vehicle right now or not. Thank you  

  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business accepted and received my car for repair kept my car for months with no communication or updates than in a message I have saved one of af many between Ruby person in charge of repair I was told they found the issue a TCM than they said after waiting a very long time that they recieved a damaged part and attempted to put a used part which was broken than a messege that my car was finally ready after paying in full I drove to the light and the car did exactly the same thing it was in the shop in the first place my car had to be towed back to there shop after leaving there shop that it was complete and ready to go putting me in danger as the car stalled in the middle of traffic right down the block from there shop than they recieved the car once again told me it now was the pcm than send me a messege not a phone call that they exhausted there try on my car when that took my paycheck and said the car was done this is a gross appalling excuse and I want answers

  

  Business response

  10/28/2021

  The vehicle in question came in needing a PCM and TCM. We ordered the PCM and the TCM is currently on back order. We tried to get a used PCM and it came damaged. We ordered an aftermarket TCM which came from out of the country that took about three weeks to be delivered. We installed the new TCM programmed it and drove the vehicle multiple times with no issues. We delivered the vehicle to the customer and it acted up. We towed it back and found that the new TCM had completely failed with no communication. After researching the issue is seams that Ford has many issues with and class action law suits pertaining to this issue.  So we recommend the vehicle be taken to Ford to resolve this issue and we are refunding all money paid to us for repair. We can only repair vehicles with available parts and currently the part needed is not available. 
  

  Rick House

  Edward's Transmissions

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16060250, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Raquel Piris
  

*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. ↩