ComplaintsforCircuit Board Medics, LLC

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The first time we sent our TCM to CBM was on 8/18. We paid a total of $1,271.92. On 8/24 CBM emailed us and said it was repaired. We received our TCM back on 8/25 but our truck and it would not start. We called CBM and told them our TCM does not work so they again had us mail it back to them. The TCM was mailed back to CBM and on 8/28. On 9/1 we received an email stating they mailed our TCM back to us repaired. We received our TCM back to us on 9/4 not working. We called CBM they gave us a list of things to try. Our mechanic tested the wiring, fuses and other tests CBM required from us. The truck still will not start the code U0101 is still coming up as the TCM being faulty. I requested a refund on 9/19. I spoke with Xavier on 9/19 and he advised he would try to repair our TCM again, give us another used TCM or offer us a refund. I told him I would talk it over with my spouse and call him the next morning between 9:30am and 10:30am. I called Xavier at 10am and told him we wanted the refund and he asked me to send him a receipt now of our mechanic that will do the new TCM repair. I immediately sent Xavier our mechanics receipt for all the time and diagnostic testing CBM requited from us and our mechanic confirmed that a new TCM is on backorder and once we receive it he will come back and install our new TCM. I received another email back from CBM saying they want the receipt now for the purchased TCM in order to receive a refund. I called CBM and spoke to Xavier and advised him that we have not purchased the TCM yet because we are on a waiting list for backorder. Xavier then told us that we can only receive a refund if we send them OUR TCM to them to keep. We refused to send CBM our TCM because it was our original TCM and they did not repair it. We also need our TCM because when the new TCM finally comes in we have to give our old TCM to Chevy for a core charge. I also have the phone call recorded of CBM saying they will refund our money.

  Customer response

  11/29/2023

  The customer stated this is resolved 100%.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TiPM was supposed to be repaired. I reached out for a refund and was told no that I needed to resend it to the company. Pulling it and sending it back to the company will cost me even more moeny

  Customer response

  07/24/2023

  Company reached out and refunded money after I informed them I filed a complaint 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a repair service for a TCM board for a 722.9 transmission from Circuit Board Medics on July 2nd 2022, Order# *****. The repair order was shipped to the facility on July 5th, it was recieved at the facility on July 7th, and sent back to me on July 8th. I reinstalled the board in the transmission, cleared existing codes, and attempted to drive the car. Despite the code that the board was sent for not displaying, after driving the car a new error code implying that the board sent for repair is completely malfunctioning has appeared, and the issue I was having with the transmission in the first place is still present. The car will need to go to a dealership for a repair estimate 10 times what was paid for the service by Circuit Board Medics. I would like a refund for the service that was conducted on an entirely faulty circuit board.

  

  Business response

  08/01/2022

  We certainly empathize with the fact that there is the potential for a greater repair cost associated with our customer’s vehicle. While we understand the frustration of not having a functioning vehicle, we are also very clear on our product listing regarding the common failures that our service restores in this module. Mr. ****** sent the item in with a specific code for which we repair: ******. We confirmed this code with testing prior to servicing the module, and we confirmed that there were no codes after the repair. The fact that the code we repaired for was gone when he reinstalled his module serves as verification of this.

  
  While we absolutely believe that Mr. ****** may be experiencing issues after the reinstallation, the code he is now getting (******, based on our phone conversations with him) can be caused by failures on the vehicle other than the TCM, including issues encountered upon reinstallation of the TCM. This points to the fact that there is a deeper issue than the code for which we repaired. In the spirit of restoration, which is at our core, we have worked with our team to check what the potential problems and fixes might be for this issue, even though that is outside of the realm of our TCM repair service. We have communicated our findings to Mr. ****** as well. We realize that he has also pursued help from a mechanic, but the mechanic is not affiliated directly with Mercedes, which is the maker of the car we are discussing here. If there were any way possible that we felt that we could help Mr. ****** outside of referring him to a Mercedes dealership, we would be doing it.

  
  Since the source of the problem may be outside of the module that we have repaired, we have suggested that Mr. ****** get his vehicle diagnosed at the dealership. We are committed to always act in our customer’s best interest. We have made that commitment to Mr. ****** via our phone and email interactions. There are components on the module that are not part of our repair, and they have the potential to be faulty. We have sought to convey this to Mr. ******. If that is the case, and the module needs to be replaced, we have informed Mr. ****** of how we are prepared to help in that situation.  We want to support Mr. ****** until he has a working vehicle.  If the module that we serviced has additional problems that are outside of our scope of repair, we agree that Mr. ****** should be refunded.  

  
  Part of our concern here is that Mr. ****** is asking for a refund for a repair that we do not know is faulty (that is, our repair removed the code for which the module was sent to us) before he has explored a thorough diagnosis of the actual problem. We aim to restore our customers, and we do that through serving them as we ourselves would like to be served if we were in their shoes. We truly care about the outcome of his situation, and we remain prepared to serve Mr. ****** based on the outcome of the dealer diagnosis. All this was communicated via phone and email prior to Mr. ******'s complaint. 

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. The listing description for the service clearly states that said service would be a way to "avoid costly repairs at the dealership" and yet that's exactly what they're telling me to do. And following a less-than-helpful runaround from someone on the phone I did take the car to a mechanic who wouldn't charge $250 alone for a diagnosis on the issue that I have already conducted. This is a rabbit hole that I cannot afford to follow anymore, and as I stated the car is already for sale.

  What baffles me is again, the company knows the expense of taking a Mercedes to the dealership, which is why they were able to render the services in the first place. It's clear that a refund for the service that I already paid for from Circuit Board Medics would cover diagnostic fees for testing that I have already done on the car - see provided picture from case opening - to reinforce everything that I have been stating to the CBM about what bringing a car to Mercedes is like financially. I've owned and been working on this car for 5 years, the mechanic I brought it to has over 30 years experience and has worked on this specific car for at least 2 years. We found no other issues. Mercedes' actual instruction manual for the car says that the TCM plate that was sent to CBM for repair now needs to be replaced. The TCM alone is over $1,000 and the installation for that part can only be done by Mercedes due to it being a "theft relevant part," which requires a connection to Diamler servers and SCN coding. Not only that but this first generation TCM needs an entire valve body as well because the two are "married" to eachother. There is easily $4,000 worth of work that Mercedes will be able to charge for, again 10 times what was paid to CBM, and all that I'm asking is that they own up to their mistake and refund me for faulty service so that I can move on from this nightmare of a transaction.
  
  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. ↩