ComplaintsforMilex Complete Auto Care-Mr. Transmission Columbus

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description:The consumer purchased a vehicle and there have been several mechanical issues since.

  

  Business response

  07/08/2024

  Good Evening,

  This appears to be the same issue that I have responded to recently.  It may be in the review section, which I thought was odd, however, I submitted my response there.  

  Also, this complaint states that the consumer purchased a vehicle and has had mechanical issues with it since the purchase.  We are a repair shop not a place that sells vehicles.

  Please provide further clarity on this issue.  

  I am open to a phone conversation about this issue.

  Thank you,

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

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

  

  Business response

  07/12/2024

  Thank you for bringing ************************** concerns to our attention. We appreciate the opportunity to address her complaint and provide our perspective on the matter. On May 20, 2024, at 3:38 pm, ***************************** brought her 2016 **** 500X Easy to our facility for service. She specifically requested that we replace her engine mounts, which she had purchased, in an attempt to fix a noise issue. We informed her that a visual inspection of the vehicle was necessary before providing an estimate for the installation, as this is our standard practice to ensure accuracy and to identify any unforeseen issues. During our inspection, we found the following issues with her vehicle: The drive belt and tensioner were worn and needed replacement. Front and rear brake pads and rotors exhibited excessive wear, with the rotors potentially below minimum thickness, posing a safety concern. The oil level was low due to an observed oil leak, prompting us to recommend an oil change. We suggested a degrease and dye test to pinpoint the oil leak's source and determine its severity. The left rear reverse light was not functioning, and we recommended checking it out. On May 21, 2024, at 3:59 pm, we reviewed these findings with ********************** and provided estimates, including the cost for the motor mounts. ********************** decided to proceed only with the motor mount replacement and the degrease and dye test, explicitly declining further testing. She approved the price for these services with the understanding that the motor mounts would be installed without a warranty. We performed the requested work, including installing the customer-supplied motor mounts. ********************** provided a kit with four mounts, but her vehicle only required three of the four mounts (the kit she purchased is designed for multiple vehicle models). The degrease and dye test revealed that the valve cover gasket was seeping oil, causing the wetness observed under the engine. On May 22, 2024, we notified ********************** that her vehicle was ready for pickup. When she arrived at 11:57 am, she demanded her old parts back and seemed upset. Despite our attempts to explain that the additional motor mount was for another vehicle, she was unwilling to listen. She paid the invoice, and we provided her with the old parts and the unused new motor mount. Later that day, ********************** called to report that her vehicle was making a louder noise. We asked her to bring the vehicle back immediately for a free recheck to assess any changes or missed issues. However, she hung up on our advisor and did not return the vehicle to us. Regarding the allegation that her wheel came off, we must clarify that for the motor mount job and the engine degrease job, it was not necessary to remove any wheels from the vehicle. We did not remove any wheels, nor did we identify any safety issues that would cause a wheel to come off. In conclusion, ********************** was very demanding throughout the entire process. We maintained our professionalism and tried to educate her about the issues with her vehicle at every step. We followed our standard procedures and provided the services she requested and paid for. Additionally, ********************** was not charged for the initial visual inspection. We gave her the opportunity to bring the vehicle back for a recheck, but she did not take advantage of this offer. We believe we have acted appropriately and provided the services that were necessary and requested by **********************. We remain committed to delivering high-quality service and addressing any customer concerns promptly and professionally. Thank you for your attention to this matter.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking online for the best place to take my 2008 Ford F350 6.4L Truck to get some work done on my transmission. I found a place called Mr.Transmission. It was supposed to be the best place to take your vehicle for transmission issues. This is what they specialize in. Just to be safe I called them and spoke to them and asked questions to make sure this is where I would want to take my truck after being ripped off by mechanics in the past. They assured me that they could handle this issue and that it wouldn’t be a burden to me and my life. They would have it towed to the shop and run tests immediately and get back to me on what the next steps were. So on 10/05/23 they came and towed my truck to their shop where they said they ran test. They call me back a few days later said it wasn’t nothing major they just had to replace a couple of transmission sensors and couplings. And had to adjust some things here and there. I can’t remember everything the man said. But after telling me this he said that he could see a bunch of other issues that needed immediate attention and after it was all said and done it would cost me a total of $4946.42. He assured me my truck would be in tip top shape and I would be able to come pick it up. He also agreed from the beginning that I would not have to pay anything until my truck was done. So I have him send me an invoice for everything that needed to be done. He sent it over. I looked it over and was a little curious to why a transmission shop was digging into all of these other issues that didn’t concern the transmission. But I agreed with it anyways thinking this was a professional shop. A few weeks later they call me and tell me my trucks almost done was running great but there was one last little thing they wanted to do which was replacing a chip and it would only cost me a few more shop hours and I could come get the truck. I call a couple days later to check on my truck and this is when all the lies came out.Truck wasn’t fixed.

  

  Business response

  11/21/2023

  Response to BBB Complaint: Handling of **** ******** 2008 Ford F350 Super Duty Truck Repairs
  Date of Initial Service: October 5, 2023
  Overview: Milex Complete Auto Care/Mr. Transmission values customer satisfaction and strives for transparency and clarity in all our services. In addressing the concerns raised by Mr. ******, we provide a detailed account of our actions, emphasizing our commitment to service excellence and open communication.
  Initial Vehicle Assessment:
  After arranging towing services for Mr. ******** vehicle, we diligently noted his concerns regarding his self-installed transmission and its complications.
  Our team documented his specific requests, focusing on the transmission and its wiring harness issues.
  Inspection Process and Estimate Communication:
  With Mr. ******'s consent, we conducted a thorough preliminary inspection.
  The findings included various mechanical and safety issues, which were meticulously detailed in an estimate totaling $4,946.42. This estimate was conveyed with the understanding that additional concerns might arise given the vehicle’s condition.
  Ongoing Dialogue and Authorizations:
  The estimate was shared with Mr. ****** on 10/13/2023 for his review and consideration.
  Following his verbal approval on 10/18/2023, we proceeded with the repairs.
  Additional discussions on 11/07/2023 led to further authorized repair work, adjusting the total cost to $5,236.26.
  Repair Completion and Quality Assurance:
  We completed the agreed-upon repairs by 11/10/2023, adhering to high-quality standards.
  During our comprehensive quality check, we identified additional issues. We communicated these to Mr. ****** and Ms. *******, offering further evaluations to ensure vehicle safety and reliability.
  Ms. ******* authorized additional diagnostics in the presence of Mr. ******, demonstrating our collaborative approach to addressing vehicle concerns.
  Conclusion and Customer Engagement:
  We understand Mr. ******'s concerns expressed on 11/14/2023 and are open to discussing any aspect of the service to address any potential misunderstandings.
  Our goal is to ensure that our customers are fully informed and satisfied with our services.
  Final Remarks:
  We reiterate our commitment to transparency and customer service. All actions taken were with full authorization and in the interest of resolving the vehicle's issues.
  The final bill of $5,536.26 reflects the comprehensive work performed. We are prepared to release the vehicle upon settlement of the account.

  Customer response

  11/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20875766
  
  I am rejecting this response because: All of this is a matter of trying to cover up the fact that I brought my truck in for transmission issues and was told it could easily be fixed. Than once they convinced me this was the place to trust and had my truck they racked up this major bill and tried to trap me to pay it for a truck that I can’t even safetly drive home. They fixed everything but what I brought it to them to fix. The only reason i agreed for the other stuff to be fixed was because they had convinced me my transmission was done and these all needed immediate attention. He entrapped my fiancé to sign that because he wouldn’t let us leave until she did. That’s why my signature isn’t on it because I refused to sign after seeing the neglect. They said they took my truck out for a drive test and when I came to see it after it had a flat tire. So that was a lie. Bottom line is. I have been took advantage of by this man and I just want what’s justice. I either want my truck back at no charge or to be fixed for what we had agreed upon. I was told they ran all these tests already and they knew what was needed. Then after he didn’t fox it told me they didn’t run test but fixed what the eye could see. And since that didn’t work $5000 later I have to pay anyways before they go any further just in case I can’t afford it and they can take it from me anyway. This is one big scam. This is injustice. Just flat out wrong. If we are going to come to any agreement, it will be with either a truck that is fixed and approved by another mechanic or I want my truck back at no charge.
  
  Regards,
  
  ***** ******

  

  Business response

  11/22/2023

  We are confused at to the rejection and the accusations.  We are not sure where to go from here.  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2022 we paid over $2400 to have the rear end rebuilt on an F350 which came with a 12 month unlimited warranty, 13 months later we discovered a leak at the pinon seal. We contacted Milex Complete Auto Care on a Friday we were told from Ian that we would need to speak with **** since we are "outside of the warranty period" and they would also have to take a look at the truck before confirming if they would take responsibility for the work they completed, however, **** was not in this day and to call back. Following the instructions we were given we tried to call back on Monday to get ahold of ****, a voicemail was left for him to return our call when he was available but instead Ian returned our call again repeating what he said on Friday. So, Wednesday we stopped by the shop so they could take a look to see if they would honor their work. Immediately upon entering the doors, ****** was very confrontational stating we would have to pay a diagnostic fee in order for them to look at the truck or they wouldn't do anything for us and we can simply leave because we are outside of our warranty and "that would be that" while Ian never mentioned a diagnostic fee on the phone so we are unsure why they are refusing to simply look at the truck as they said they would be required to do but instead want to charge more money. We told them that the problem seems to be a leak from the pinion seal when ultimately we were told from ****** and Ian that it is "unclear" if the pinion seal was even originally replaced which when this information was told to another transmission shop it was an absolute shock that this seal would not have been replaced with a rebuild or that Milex Complete Auto Care wouldn't simply cover the replacement of the seal at this time to honor their work as we are simply 1 month outside of the 12-month warranty period for a rebuild, and in reality nothing on the rebuild (if it was done and installed correctly) should need to be replaced only 13 months later.

  

  Business response

  05/11/2023

  On March 11, 2022, we rebuilt the differential for ****** ********* on a 2011 Ford F-350 Super Duty XLT as the differential was significantly damaged at that time.  We quoted the price with a 12 months/unlimited mileage Warranty.  Now, 14 months later, Mr. ********* called us last week on Friday 05/05/2023 and was very adamant that the repair we had done had failed because the differential was leaking and demanded that we Warranty his differential even though it is outside the warranty period.  The service advisor explained that we would be happy to evaluate the situation and that Mr. ********* would need to bring the vehicle in for an inspection so that we can assess the alleged failure.  It was further explained that this evaluation process would have to occur even if the vehicle was within the warranty period.  Mr. ********* was very upset and condescending because we would not agree to cover the alleged failure site unseen.  Mr. ********* ended up hanging up on the advisor, still upset.
  On Monday, 05/08/2023, Mr. ********* called us again inquiring about the exact same issue explained above.  Mr. ********* was still condescending and did not want to bring the vehicle in for the inspection and assessment.  The advisor reiterated that we need to inspect the vehicle and assess the issue before we can make any determination.  Mr. ********* said he would see what he could do but expected **** to reach out to him. 
  On Wednesday, 05/10/2023, Mr. ********* brought in his vehicle and was very aggressive toward our staff.  We, once again, explained that he would have to authorize the inspection which costs $82.78 so that we can evaluate the issue, which would be not charged if the issue found was to be warrantied.  Mr. Rohdeback refused to authorize the inspection and pay any amount of money toward that evaluation.  He just wanted to know if we were going to cover it or not.  After the service advisors explained several times that we must do our due diligence and inspect and evaluate the alleged failure, Mr. ********* became demeaning and threatened with action against Milex Complete Auto Care – Mr. Transmission. At that time the service advisors informed Mr ********* that without a proper inspection of the alleged failure, we would not extend the expired warranty. 

  In conclusion, we will not extend the Warranty and there will be no refund given for the work performed.

  Customer response

  05/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20043178
  
  I am rejecting this response because: the reason there was a leak is because the main seal was not replaced in the rebuild  which is what is leaking at this time. This was confirmed by an alternate transmission repair shop who provided a free inspection. The opinions of this situation are entirely irrelevant and the point is the manger/ owner never returned a phone call to discuss this situation and the amount of the inspection was specially stated that it would NOT go towards any repairs regardless of repairs being made under warranty or not. It is requested that the cost of the pinion seal replacement be covered as that should have already been completed in the rebuild itself. This work is being completed by a trusted transmission shop and the invoice will be provided. The cost of the original rebuild is not what is being requested rather the cost of what it is now going to be to replace a seal that should have been completed with the original rebuild as agreed upon in the original contract from March 2022.
  
  Regards,
  
  ******* *********

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle here per suggested by my car warranty company. Inspections were done but warranty did not authorize repairs. Charged me almost $300 for so called “diagnosis.” Took the vehicle to appropriate location per warranty only to find out it was just a disconnect hose and car has been running fine since. Dealer also stated inspections on the form milex left in my vehicle was very evident that the work had not been inspected. Not sure what I paid for if it was such an easy fix

  

  Business response

  11/14/2022

  Your vehicle was brought in with the complaint of the check engine light on, but it was running fine. 

  We pulled the codes and found an Engine Under boost code which points to the turbo charger system. 

  After doing some extensive testing (Turbo, PCV Valve, Wiring, Solenoid, Sensors) we found that the turbocharger did not spin freely and the bearings were going bad, therefore, the turbocharger needed to be replaced. 

  
  With a warranty company, it is customary to find the cause of failure first then call them to get the claim started. 

  We verified with the warranty company that they wanted us to determine the cause of failure of which the customer would have to authorize and be responsible for in the event the warranty company did not approve the claim.  
  In this case, the warranty company denied the claim because they believed that your vehicle was still under factory warranty. 

  We then shared that information with you recommending that you take the vehicle to the dealer so that you could get the vehicle fixed at no charge to you. 

  We also advised that the costs of the testing we performed may be reimbursed from the manufacturer, you would have to inquire about that. 
  There was no misdiagnosis as we were very thorough in our assessment of your vehicle.

  Customer response

  11/15/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the other dealership found that your claims of inspection were inaccurate/not completed as stated and charged. While diagnosing, you should have realized the issue was much smaller than you were claiming. You are ripping off your clients and providing inaccurate information to customers. 
  
  Regards,
  
  ******* ****

*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. ↩