ComplaintsforTransmission Exchange Co

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a remanufactured transmission from transmission exchange. Transmission failed after 2 months. Had trans removed and shipped back to them. They remanned it again at no charge but refused shipping and labor costs, when their warranty states 6 months parts and labor. Trans was reinstalled, only to fail again in eight months. The sent another trans freight collect and refused labor again. I purchased the two matrix trans from them, this was suppose to be the best they have to offer. I've paid for 3 transmission installs in a years time

  Business response

  04/12/2024

  ref BBB complaint ID ********.  
  
  This transmission, torque converter and cooler was sold and shipped to *************************** in **********************, ****** 9-12-2022.   At the time our customer was informed that the extra  high capacity COOLER MUST BE INSTALLED or the warranty would be void.
  
  After six months the transmission was returned.   Tear down and inspection showed severely damaged internal parts due to overheating.   The customer admitted that the old cooler WAS NOT REPLACED and was indeed clogged.   Without the required cooling the transmission overheated and failed.
  
  Despite lack of warranty coverage the transmission was repaired and returned NO CHARGE as a policy adjustment.
  
  One and one half years from purchase the transmission again failed.   This time we were sent pictures by the transmission shop showing the torque converter sealing ring had been DAMAGED DURING INSTALLATION.  This caused the torque converter to fail.
  
  Despite lack of warranty coverage the transmission was replaced NO CHARGE as a policy adjustment.   
  
  As you can see the customer rather than complaining should be thanking us for getting him back on the road despite mistakes and negligence beyond our control and with great expense to us . But as they say "No good deed goes unpunished"
  
  Here is a link to the 18 month limited warranty provided with this sale  *********************************
  
  Thank you for your consideration,
  *******************
  President
  TRANSMISSION EXCHANGE CO.
   
  
   

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