Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/21/23 invoice #**** They rebuilt the transmission for my **** ***** Astro. Repair was done and a list of parts given to apply the warranty. I replaced all of those parts at home. The vans check engine light was still on, he told me to take it to a "shop" to diagnose it. The van runs excellent, he's just complaining about the *** valve which I replaced, time ran out to remedy the check engine light. Eleven months later, the transmission was immediately undrivable. I called to have it repaired, I dropped it off. The third day, he calls to tell me it the *** valve is still bad and because of that, it needs another complete rebuild and they aren't going to do the work.

  

  Business Response

  Date: 02/20/2024

  Sorry to hear your unhappy, and don't understand why we had to void your warranty. After rebuilt your transmission, we informed you of repairs that affect your transmission that needed to be repaired. You signed a contingency form which stated such, and that you had 30 days to return the vehicle to us. Upon return, you had tried to repair the problems yourself.... while that is perfectly acceptable, some of the problems were still there, like the **** We discussed with you why it was important and gave you more time. You never returned for us to verify the fix, so unfortunately we had to render your warranty void. That is never what we want to do, but we have to protect ourselves as well. We looked at it after it broke down, and indeed the transmission had burnt up and the *** code was still in it a year later. I was unwilling to do the repair again because I feel like that would be immoral to have you spend money with us again, and still not understand the importance of the *** problem, which can lead to the next transmission failing as well. I hope another repair shop can help you and that they can explain the importance of your *** problem to a point you decide to fix it. 

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21318093, 
  No repair will be done, he stands by his claim that it's a simple EGR valve whereas I hold an expired ASE certification for Automatic Transmissions and we disagree on why the transmission failed, if he really thinks that a new EGR valve with an old code caused it to lock up, I would want another repair even if it were free.
  Sincerely, ************************;
  
  

   

  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had American Transmission, LLC, **** * ******** *** ************ ** ***** replace the transmission for my 2004 Dodge 2500 diesel in March of 2022. Actual date of invoice (attached) was March 21, 2022, in the amount of
  $4136.63. There was a 3 year, 100,000 warranty on the transmission (also attached). The transmission became locked in 2nd gear in or around January of 2023. Mileage was under 100,000. I complied with all the provisions of the warranty, including having it towed the mile or so to American Transmission even though it was drivable. They told me it was a problem with one of the control modules, external to the transmission. Another mechanic disagreed. Finally, they agreed to fix it. When it came back to me, it was not immediately obvious that it was not shifting into overdrive, because I was driving in town or using the tow/haul feature. When I drove on the highway, a couple of weeks later, it became apparent. I took it back. Again they said it was the control module. I took it to a third transmission shop, got their opinion in writing that it is the transmission, and went back. The manager said, "We are tired of this truck! Your warranty is revoked!" I was stunned! American Transmission also said that if I had anyone else work on the truck it voids the warranty, and that no one else's opinion matters about the diagnosis, only theirs!
  I need my truck and must repair it. New transmission shop quoted $3000. I need monetary compensation, at least for the repair.

  

  Business Response

  Date: 08/31/2023

  To Whom It
  May Concern,
  
  Vehicle ID
  Information:
  2004 Dodge
  2500 Ram 2500
  5.9L
  Cummins
  VIN: *****************
  Millage at
  time of repair: 345,917
  
  Vehicle
  was brought in by ***** ******** and ****** *** to ******** ************* ***
  and diagnosed as having a failed transmission. Transmission rebuild was
  approved by ***** ********, as to our understanding the vehicle was to be his.
  Rebuild was performed and warranty written. Work was completed on 03/21/2022
  under invoice number ****.
  The
  vehicle returned about 6 month later with a problem of not wanting to go into
  overdrive. 2hrs of electrical diagnostic testing free of charge, resulted in
  the rebuilding of her transmission again, due to external problems of the brake
  switch that had burnt up the transmissions torque converter, and we replaced
  the governor pressure solenoid again just for good measure. All repairs were
  covered by ******** ************* ***, and no cost was incurred to the
  customer. Customer was informed that it may have electrical problems outside
  the transmission with the TIPM (Total Integrated Power Module) or PCM (Powertrain
  Control Module) which could cause harm to the transmission, and if this
  occurred it would not be covered by the warranty due to it being external of
  the transmission and out of our control. This was a show of good faith on our
  behalf because we know that not all customers understand operations of vehicle
  electronics, and what it takes to make a transmission work properly. The repair
  was explained in detail and she was informed of a existing coolant leak from
  her radiator and that it needed to be fixed as well. It was understood that we
  do not provide that service, but it needed to be taken care of because the
  transmission cooler is cooled by the vehicles radiator. If it gets low, it
  could burn up the transmission. Filled coolant and the vehicle was released
  again, at no charge.
  
  Six months
  later we received a phone call from the customer stating that transmission
  fluid started dumping out of the vehicle while driving down the road. She was
  told to not move it, and that we would send a tow truck service after it and
  assess the problem. Upon diagnosis, we discovered that the transmission cooler
  line, which connects the transmission to the radiator, was leaking at the front
  of the truck at the radiator (which we did not work on or around). We removed
  the transmission fluid pan to see if any damage had occurred to the
  transmission. No harm was discovered to have taken place. Informed customer
  that the cooler lines needed to be replaced. Customer agreed to repair.
  Replaced lines and charged customer for repair since the lines were outside the
  transmission itself and the problem was with the lines up by the radiator.
  Customer was informed again of the radiator leak and significance of getting it
  repaired. Coolant was refilled and released.
  In April
  of 2023, the vehicle was brought back in for not having overdrive. Four hours
  of electrical diagnosis was performed and it was revealed to have electrical
  problems with the TIPM. It was explained that it need to go to a shop that
  repairs vehicle electronics because as a policy we do not perform that type of
  work. We informed the customer we are not electronic specialists and do not
  want to waste any customers time or money. Customer took to a general
  automotive shop that does not specialize in electronics. They did not concur
  with our assessment, so the vehicle was returned to us. We made an exception
  for her due to her inability to research and locate such professionals that she
  could trust. We recommended one good business to help her, but she did not take
  the vehicle to them. American Transmissions replaced 3 of 4 battery terminals
  which were making little or no contact with the battery. The TIPM and PCM are
  very voltage sensitive, and require adequate continuity to perform properly. The
  TIPM was removed, inspected, cleaned on all connections due to finding several
  connectors that were corroded and also making poor contact. The TIPM was then
  reinstalled. Transmission fluid pan was removed again to insure no current
  damage. No harm was discovered. Vehicle returned to proper operation upon
  completion of repair. Customer was informed again of her coolant radiator leak
  and significance of getting it fixed. Coolant was refilled, and vehicle was
  released with no charge to the customer.
  In July of
  2023, the vehicle came back in with a complaint of no overdrive, and that it
  hadn’t had it for a few days of driving. The vehicle was delivered to us. One
  hour of diagnostics at no charge resulted in the discovery of an electrical
  problem. The diagnostic scan tool showed the computer commands a 3rd to 4th shift but the command was not being performed by the
  transmission. The transmission electronics were tested and diagnosed as in good
  operating condition. The wire that carries the signal from the PCM to the
  transmission was tested while it was giving the command. No command signal was
  making it to the transmission. It was made very clear at this point that a
  clear electrical problem was occurring outside the transmission.  We removed the transmission pan to check for
  damage. Damage was discovered this time. Pan was reinstalled and the customer
  was informed of the findings and informed of the radiator leak again. It was at
  this time that we decided that we were no longer going to perform repairs on
  this vehicle for her due to the direct negligence of the vehicle and its
  components that affect the transmission and its function. Her complete
  disregard to comply with our professional suggestions, and not finding an electrical
  specialist to correct the vehicle’s electrical problems (external of the
  transmission) had proven to be the failure of her transmission the 2nd time, and was very likely to have been the cause of failure the first time, as
  was discussed with her. Vehicle was released to her, and no charge was
  incurred.
  
  In
  conclusion, this was a clear declaration of “you touched it last, so you fix
  it”. We tried multiple times to explain the common electrical problems with
  this specific vehicle. Informed her multiple times that we are a transmissions
  specialty business and tried to stress the understanding/ benefits of seeking
  professionals outside our specialty. Vehicles are machines, made up of multiple
  parts that sometimes perform more than one function to operate properly. We
  performed a service and provided competent, professional diagnostics, not once,
  but multiple times with no expense to the customer. We answered questions and
  gave suggestions on repairs that were outside our scope of expertise so that
  the customer would be well informed and could fix existing problems that were
  causing or could cause future issues with not just the transmission, but the
  entire vehicle. The warranty paperwork for the transmission repair, that was
  signed by the customer states as follows ”American Transmissions warrantees this
  repair to the original purchaser for 3 years or 100,000 miles from the date of
  completed repair. This warranty is inclusive to the materials and workmanship
  listed exclusively on the service invoice. Warranty provided is expressly
  limited to the repair and or replacement of the defective components at the
  sole discretion of ******** ************* ***. This warranty will be found null
  and void in the event of abuse and or neglect of the vehicle including but not
  limited to failure to immediately address and report concerns, run-ability,
  engine performance, vehicle communication networks and control systems,
  driveline components, brake systems, radiators and coolers, battery or charging
  systems. Modifications to any components that directly or indirectly affect the
  performance of the warrantied components will immediately without question void
  any and all coverage. Under no circumstances will ******** ************* *** be
  held liable or responsible for incidental and or consequential damages or
  losses of use due to any and all products and service provided. In no event
  shall ******** ************* *** liability exceed the original invoiced amount.
  By signing the customer agrees to the terms set forth in this warranty and
  agrees in good faith to honor the requirements so not to lose the expressed
  rights.” All work by us was performed in good faith for customer satisfaction,
  and no warranty was given for any electrical maintenance performed, since no parts
  were replaced.
  
  
  
  ****** ** *****
  ****** ******** ************* ***
  ***********************************
  ******* ************
  ***** ************