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Complaint Details
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Initial Complaint
08/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Car has one more year of extended warranty April 30th, car towed to Jims Auto for transmission. This is the second transmission since owning the car (May 2019). First transmission replaced 2019.Picked up car May 27. Had to pay over $700 for labor, although I did not choose this option with extended warranty company.Towed car back May 30 for shaking, would not go on incline, then eventually not above 15 mph.Now front end enlightenment. "Fixed" that.Picked up car June 2.Car towed back June 5. Car would not go into gear. When in reverse, car drove in drive. Could not get in park. Was told needed new cable.Although car is better, still shaking when, especially inclines. Shakes when gently pressing on accelerator. Not able to take on highways, hard to go up hills, mountains on highways.Took back again June 13. Now told needed new motor mount.Replaced motor mount. Another $149.00 No difference.New mechanic. Now told needed tune up. Did that. Over $400.Same thing, shaking when gently on accelerator, making whining sound and hard acceleration on highway and hills.Now told to take to dealer and not back to Jims Auto. Took to ******* dealer in Haverhill July 6. Was told this transmission was faulty. Paid $149 to dealer for diagnosis and documentation.Brought back to Jims Auto July 13, 2022, since this second transmission is under their 6 month warranty.Was called Friday, July 22. Told car was ready and were test driving it. Ready by 5:00. Called Saturday July 23. Car not ready. Problems with transmission again (the one they put in again).Received a call July 26. Told car was all set now, but I owe $1100 for labor. Replied I do not have another $1100. Ive already spent over $1550 for an issue that was under warranty ($100 deductible). That would be $2650 total!!Car has been at Jims Auto. When I call, ** told different scenarios by different employees. I have been emailing with no response.Thank you.
Business response
08/25/2022
************ had purchased an extended warrenty through Cars Protection back in 2019 which was a 4 year warrenty. Cars protection warrentys mostly all parts but does NOT warrenty ANY labor, which states right in the contract that she signed. When the transmition went on her vehical we were told by Cars Protection they would warrenty the transmition but would only pay for a used transmition to be put back in. We purchased a used transmition and put it in, yes ************ had to pay for labor which is stated in her contract and she was well aware of. When she picked the vehical she called us back because it was shaking we replaced the motor mount but she claimed it was still shaking. We checked into the transmition and at the time it seemed to be working fine. We told her we couldnt find anythign wrong and to take it to the dealership She took it to the dealerhship thats when they stated the transmition needed to be replaced because torce converter was causing the shaking. We told her to bring it right back to the shop and we would replace it. And we did, the shop we purchased the used transmition from warrentied the transmition and again sent us another used one but again labor is not included in the protection plan ************ has and unfortunitly she did have to pay labor again which was $1,100. We do understand times are tough and try to work with all her customers. After a we days going back and fourth with ************ we can to an agreement that she would pay us $500 and she could come pick up her vehical. ************ had called us prior to picking up her car and asked if we could take it down the road to get a sticker for her because of all her troubles we agreed to and she would pay the $35 when she got here. ************ came down with a check for $500.00 for the repair and wouldnt pay for the sticker. We deposited her check and it bounced back to us because she called her bank and put a stop payment on the check. None of this is our fault we did exactly what the warrenty company and customer asked us to do. Unfortunitly dealing with used parts sometimes this happens but we did make it right with the customer. We have a copy of the recipt that states customer would pay $500 that she signed also a recipt for the sticker that she signed and still did not pay for.Customer response
08/25/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
What Jims Auto is partially true. The car has been in and out of Jims Auto for multiple weeks at a time since April 30 until August 9 for the same transmission issue. It was imperative that I needed the car on August 9 (I am a care giver for my 92 mother in law who I had to transport for necessary dr ************ I did sign the document, but also added"duress" when signing, as well as signing "duress" on the check. August 11, the car broke down again for the same transmission issue and the car was towed back to the dealer. Dealer states transmission is not functioning and another transmission must be installed. I feel I do not owe this constant labor to Jims Auto for the same issue over and over and the car breaks down within one or two days each time after they "repair" the car.
I now owe the dealer approximately $6000 for ANOTHER transmission and labor.
I believe **** Auto should reimburse me for all costs since April 30, as well as the monies paid to Jims Auto by the warranty company. The transmission they installed (again) still failed.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Business response
08/26/2022
Like i stated before when dealing with "used" parts unfortunitly this does happen. But we did warrenty the part and would continue to do so. You should be taking this up with the warrenty company because they would only pay for a used transmition. We were just doing the work for Cars Protection warrenty that ************ signed. i dont see how and why we should pay you for all the work that has been done, mechanics dont work for free and the warrenty YOU signed with cars protection stating you were resposibe for the labor. Also like i stated in my previous letter we did work with you and only charged you $500.00 on a $1,100 job AND went out of our way to get you a sticker at another shop and then you refused to pay for the sticker and then put a stop payment on your check. Im sorry for all your troubles. We tried to work with you.Customer response
09/06/2022
H3337**36**34**313639H:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Again, I feel I do not have to continue to pay for labor for the same exact transmission error when the car continues to break down two days later. I have since then had the transmission replaced by a dealer of which I had to pay for AGAIN, (who **** Auto told me to go because they said "nothing is wrong with the car, and don't bring it back").
Also, they are not telling the truth when they state I did not pay for the inspection sticker. I did pay for that with a credit card for #** on August 12. I have a receipt and they do as well.
The truth is not being told
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
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