ComplaintsforChester County Transmissions, Inc.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2001 ********** ***** 1.8T - VIN # ***************** Reason: Car Vibration while driving.Good afternoon, My car was dropped off on December 13th, 2022 at Chester County Transmission to evaluate the reason why my car was vibrating and making noise while I'm driving. On December 15th, I was told that the vibration and noise were coming from the transmissions, and parts and labor will cost me $2,539.71, and they also needed a deposit of $1,189.71 before the repair was completed (see deposit Receipt ******) and my car should be ready by the end of December. Over a month later on January 26th, 2023. I was told that my car was repaired and ready to be picked up and the balance due is $1,593.92 (Invoice ****). I paid the balance and received my car and drove it less than a block and my car was still making the same vibration and noise. I returned the car back to the shop and let them know that my car did not fix because the noise is worst than before. The owner (****) drove the car and admitted that something is still wrong and he was going to take a look at it and get back to me. One week later, I received a call from **** (Owner) stating that the noise is coming from a broken axle and engine mount. Parts and labor will be another $1,500.00. I refuse to pay $1,500.00 and let him know that I will get my own parts and I will pay for the labor. I received my parts drop them off, and two weeks later call me to let me know that my car can't be repaired and my engine is broken and my car is not drivable anymore. So I'm filing a complain to received all my money back.

  

  Business response

  03/23/2023

  Tell us why heGood Morning,
       We are rejecting the customers request for a refund since the complaint has nothing to do with the work, services, or parts that were provided and paid for. When the **** ********** ***** VIN # ***************** was originally evaluated it was determined that the vehicle had an internal transmission issue. The customer was given several options for repair and opted to go with a used transmission. The invoice #****** as submitted by the customer reflects the charges associated with the transmission replacement. The customers assertation that the vehicle returned with the “the same” issue is false. The vehicle did return with an additional noise that was evaluated, completely for free. It was determined that there was a broken axle and motor mount. The nature of the failure of the transmission could absolutely have compromised the axle. However, when the vehicle left the shop it did not have a noise or vibration. The customer even confirms this by stating that they noticed a noise after driving for a bit. If the transmission repair did compromise the axel, it would only be a matter of time before the axel failed, but there is no way to determine if this is the case or not prior to the actual failure. Even though company policy does not allow for us to accept customer supplied parts, we made an exception in order to help the customer out and allowed the customer to supply their own parts. Once we started the repair, we found that the vehicle had a previous repair done to the mount, where there were missing bolts, on the engine side of the mount, which is not something that is touched at all during a transmission replacement.  When the axel failed, a bolt broke off into the engine block. Unfortunately, the axel failure makes the vehicle undrivable and we are not able to repair this at our facility. For this reason, the customer was not charged any additional labor or parts. The customer paid for a used transmission. The customer received a used transmission. The axel failure has nothing to do with the parts, services, or labor that were provided and therefore the customer is not entitled to a refund as this repair did not fail.The axel failure is not a result of poor workmanship, parts, or labor that were paid for. The fact that we are unable to provide the additional work for the additional failure does not entitle the customer to a refund for a previous and functional repair. 

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