ComplaintsforTransmission Warehouse & Auto

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my truck in to be fixed they did fix some of the problem but with that they created more problems. And when I asked them to fix it they did try a couple of times then finally eventually basically kept it. When I call and ask about it ***** claims it's something different every week and keeps giving the run around. And when I ask to talk to the owner to try to get things fixed I can't ever get a number from her and I don't even think he tells the owner. I just really want something to be done I've already paid for it to be fix so if they can't fix it I would like my truck back and my payment so that I'm a able to actually go get it fixed

  Business response

  01/08/2024

  On September 11th, 2023, ******* ***** brought in his 2001 Ford Ranger into Transmission Warehouse, because he noticed the truck was not working properly. Upon inspection, ***** (the manager) did a routine transmission performance check that is completed on every vehicle that enters our shop. After a computer diagnostic, a road test, and a lift inspection, it was determined that the transmission had serious internal problems. The transmission fluid was burnt and ***** informed Mr. ***** that in order to figure out exactly what is wrong with the transmission we needed to take it out of the truck and tear the transmission apart. Mr. ***** approved the RDI (Remove, dismantle, and inspect) and we began to take out the transmission. Once the transmission was out and on the bench, the builder discovered that all the clutches were burnt. The overdrive planet was no good, the direct drum was also overheated, and the overdrive and direct band were also burnt. We replaced both servos and put in a new steel kit with a rebuilt torque converter. In simple terms, much of the transmission was no good and we had to replace several parts. When ***** explained the damage to the customer, Mr. ***** had mentioned earlier when he first dropped off the truck that he was interested in trading the transmission work for a 2001 Dodge Dakota. Upon further considerations, we decided to trade the transmission work for the 2001 Dodge Dakota. With that being said, Mr. ***** was not charged any money and the trade was agreed upon. After we delivered the completed work to Mr. *****, we discovered that the 2001 Dodge Dakota had a lot more problems then we first thought. Thus, the trade in the end was not fair considering that we put over $1,000 worth of parts to fix the 2001 Dodge Dakota. Unfortunately, that was an overlook on our end and we did not discuss with Mr. ***** that the truck he traded us was not in the best condition as we thought since the deal was already made. With that being said we left the deal as is and continued on. Mr. ***** drove his 2001 Ford Ranger for a week and a half before he brought it back with more concerns. Once we took another look at the truck we saw that the shifter column was broken and due to that it was not engaging in the correct gear. We later discovered that the wiring to the transmission harness was chewed up and we were unable to see that due to the electrical tape around it that we did not touch. Due to the situation, this time we decided to undo the tape and that is when we discovered the electrical issue. ***** informed Mr. ***** of the electrical issue and told him we do not do auto electric but we had another shop that we work with who did do this type of work. Unfortunately, the other shop was extremely busy and informed us of the steps we could take to fix the issue. Since then we have not been able to find an electrical mechanic to try to resolve the issue but the other shop is now willing to take a look at it. This is the next step we are taking in order to solve the problem. We clearly state on our walls in the office that we do not do auto electric and Mr. ***** is aware of this. If we are able to take it to the proper electrical shop with Mr. ***** permission, this would be the next best step to resolve his issue. As far as the transmission mechanically itself, it is working properly, but without the proper voltage and communication through wires (transmission harness) and computers (PCM & TCM) the transmission will never shift properly due to the fact that it is a computer controlled transmission. We are desperate to help resolve Mr. ***** electrical issues if he is willing to be a little more patient and allow an electrical mechanic expert to inspect the truck. 

  Customer response

  01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is agreeable. If my truck gets fixed. But I have phone recordings of our conversations and what was said is not consistent with what is being told to me. ***** in front claims you have ordered a transmission and that it should have been here on the 10th. He does however claim that my truck IS being looked at by the electrical person. Either witch way I just want my vehicle back and running correctly. I don't see why the dodge if it had so much problems is running great, but my ranger is still not functioning properly?
  
  Regards,
  
  ******* *****

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 28th 2023 we picked up a vehicle that was worked on for a month. They said they replaced torque converter. They never gave us estimates or how much we were to pay. They said we could pay 90 days same as cash. We weren't approved and they wouldn't release truck. Finally after showing documents to them that they legally can't do that they gave us a payment plan. We paid 1000 down and agreed to $200 every 2.weeks. We picked up vehicle and were told the truck would shift hard for a few days. That's putting it lightly. Truck runs with no accel shifts hard and rides rough. We took it to 2 other mechanics and both stated the transmission was bad and needed replaced. $7000 to replace with a used transmission. They said they rebuilt the transmission. That was never agreed to. They said they bought NEW parts. All parts on vehicle are now used and say junk yard. I want my money back we paid a d them to pay for a a new transmission. They destroyed my truck.

  Business response

  08/23/2023

  In the beginning, ****** ******** brought his 2017 Chevy Silverado to our shop on whatever date via tow truck. As always, one of our mechanics performed a multi-point check on the truck to determine what was the issue. Our manager with over 30 years of experience, Jaime, checked the transmission fluid and noted that it was burnt. The Snap-On scanner also indicated that it had several transmission codes. Due to the codes, fluid, and vehicle not moving, it was easily determined that the torque converter was not operating correctly. 
  
  Jaime then contacted the owner, ****** ********, to inform him of the complete diagnosis on the truck. Jaime told ****** ******** that to find out what else was wrong with the transmission, we had to pull it out and do an internal inspection. ****** ******** immediately agreed, stating that he needed his truck desperately and that he could not be long without it. With ****** ********'s permission we pulled out the transmission and discovered what else was wrong with the transmission. Jaime called ****** ******** with an estimate of $3,300.00 plus tax. ****** ******** again desperately stated that he needed the truck and to get the work done. He also stated that he wanted to try and use the financing company to see if they could cover the transmission now and he would make payments. Transmission Warehouse has no control over whether a customer gets approved or not. The company, Koalif, runs a credit check on the customer, not us. I, Rosa C***, personally walked ****** ******** through the process and he did not get approved. He then stated to me that his “friend” would be willing to try for him using their name because again he “desperately” needed the truck. When I, Rosa C***, contacted the “friend” she immediately said that she did not want her credit check ran, because she was going to buy a car. I told her that we could not do the process then because it runs a credit check; the phone conversation ended after that.  
  
  Later, ****** ******** called again being persistent and asked if I could send him the link to apply to the financing company. I agreed and sent him the link...a few days later several different people back-to-back tried to apply to the financing company and none of them got approved, one person being “******** *****.” After a few weeks of the truck being ready and ****** ******** not having the finances to pay for the work done, ******** ***** angrily came into the shop demanding that it was her truck and that no one agreed to getting the transmission pulled out in the first place. Jaime, my manager, was very confused and to avoid further disruption from this rude lady who was cussing he agreed to a payment plan. She later agreed and left only to come pick up the truck a few days later with only 1,000$ down which was not even half. She states that we used junk-yard parts which is impossible. Those parts are the same exact parts and 2017 parts of fairly expensive even at a junk-year. The driveshaft, transfer case, and other parts of the truck were marked with a marker because we need to know which part goes to what truck when we get ready to put the transmission back in. We have many cars and trucks on our lot we must have everything correctly labeled. Perhaps because it is marked with a marker, she is mistakenly thinking it was marked at a junkyard, not sure? ****** ******** also threatened Jaime, our manager, to physically harm him. 
  
  As standard procedure we request that each customer return their vehicle within 10 days (about 1 and a half weeks) to do a routine checkup to activate the warranty. For the first few days a transmission may shift awkwardly because the patterns in the algorithm must be reset when we do a rebuild. This transmission is computer controlled and a signal is sent from computer to computer telling the truck when to shift. As the algorithms set themselves, it normally takes 50 shift cycle patterns. This is also a critical reason we require a re-check of the vehicle after 10 days to make sure the pattern is correctly set. The customers are rude and refuse to cooperate, we stated that the warranty could be voided if not completed on the 10 days...which is stated, and ****** ******** signed. He also signed the work order where he authorized the work and agreed to the understanding of owning a computer-controlled transmission. We are still willing to work something out although it is passed the 10 days, but it is hard to help a customer who is aggressive and unwilling to cooperate. I am not sure who the rightful owner is, ****** ********, or ******** *****? It is important to know. They have also not paid us any of the remaining balance as agreed to. 
  
  More details can be explained if the BBB would like to call me, Rosa C***, or Jaime (the manager) for further information. We also have witnesses that were there (other customers) who saw ****** ******** threaten Jaime. Thank you for your time and please call us if you have any questions or request a more detailed story.  
  Shop Number: ###-###-####

  Rosa
  12:56?PM (1 hour ago)
  to me
  
  Hello,
  
  I accidentally forgot to enter the date in my response to this complaint... The date was in July 2023...
  
  Thank you,
  Rosa C***

  Customer response

  08/23/2023

  Complaint: ********
  
  I am rejecting this response because: First of all NM auto repair law states that,"repair facilities must provide customer with written estimate and obtain authorization before beginning any repair work. If customer is not present at time estimate is finalized, repair facility may obtain oral approval AFTER providing  FULL DISCLOSURE of the content of the written estimate." We were only told what was wrong not how much it was going to be. In addition 

  "If a customer gives oral authorization to perform the repairs a copy of the written estimate must be given no later than time of pick up."  NO estimate was ever given only invoices. It also states, "if an oral authorization was given the following must be documented on the estimate,  -who authorized repairs, - phone numbers at which they were contacted, -exactly what repairs were authorized, - AND the time, date, and name of the person obtaining the authorization."

  None of that was done. The first time we went to retrieve vehicle after being told it was ready and it was over $3500. We still were not given documents. I took a picture of the document they had because they didn't have a copy machine. I did not go in rude. I went in with knowledge of the law, as states above, that they should already know. And told them that approval should have been made for financing prior to repairs. That way if approval was denied then other alternatives could be made. That reason alone was why we were granted a payment plan. Because they had nothing to respond to inregards to why alternative payment was not established prior to work being completed. Especially knowing that Mr ******** was in dire need of his truck. With that being said they stated that at initial inspection transmission fluid was burnt indicating a bad torque converter. YET everything was done to the vehicle except replacing the torque converter and we were called that it was ready. When we went in to pick it up and  my knowledge was misconstrued as rude, we were told that they were waiting on the torque converter so they could install it. So we just went through all this and the main reason for the repairs isn't done. Yet we were called and told that truck was ready and how much it was and they needed payment in full. Hmmm....so now a week later we come with the agreed 1000 down. And pick up vehicle. And are told oh it's gna shift rough for a few days that's normal. The hell it is. Who is going to tell a customer that oh your vehicle is going to ride rough even though it came for repairs. They knew it was going to be messed up. And it is. Who in their right mind is going to take a vehicle back to a place that butchered it. Say what you want about parts. But I have been under the vehicle before and after repairs. They are not the same parts. Not only that, there was a plug to the transmission found inside the truck that was never put back.

  They stated that Jaime contacted the owner which is not ****** but myself. NONETHELESS, he states that Jaime called ****** to inform him and I quote, " THE COMPLETE DIAGNOSIS of the truck." But to find out what else was wrong with it the transmission needed to be pulled out. At that point an estimate should have been given for the so called complete diagnosis of the truck. That way we knew were we stood in regards to price. Then when they pulled out transmission and found out what else was wrong with it. Still to date do not know. We should have been given the additional amount and for exactly what was being repaired. Nothing. Even the invoice that they so kindly provided shows nothing to that effect. Except rebuilt transmission and replaced converter.  Why did you rebuild the transmission. Exactly what did you do to the transmission. All you state in your rebuttle is that  drive shaft, transfer case, and other parts needed to be labeled. By the way our transfer case is cracked. Wasn't cracked prior to you repairing.

  As to whoever Rosa C*** is, she was not there when I first came to the repair shop. So for to say I came in rude and cussing is by far a lie. I did not cuss nor raise my voice. And yes I'm sure the manager was confused. Because he sure did not seem like he knew the law. She also states that the vehicle was ready for weeks and waiting for pick up pending payment. Yet when we went in to discuss the truck and payment we were told vehicle wasn't ready. For them to talk about labeling items to make sure the correct items go to the correct vehicle. Funny because our vehicle is a 2016 not a 2017. As to Whom the rightful owner is. And it's so important. Why now? Wasn't important when you were getting so called authorizations for repairs without prices. I don't even work in a repair shop yet I know there is a process. You don't just slam a customer with a price without making sure a vehicle can be paid for. That's just common sense. And no we have not made payments as agreed upon. Because the vehicle was not repaired as agreed upon. And lastly Ms C*** so kindly states that vehicle had to be returned for inspection to activate the warranty and if we didn't return it for inspection it would void the warranty. I'm confused. How can you void something that isn't activated? We have already had the vehicle inspected by two other repair shops and both state that they will not do any work on vehicle as long as this repair shop is attached to it. Because they will not take any responsibility for the work that has been done. That says alot. 

  So no I do not agree with their response. And refuse to cave to their lavish idea of cooperation. 

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

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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