Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in to have tcm replaced . They replaced ecu which was perfectly fine. And never fixed tcm and charged me 1

  Business Response

  Date: 03/14/2025

  The customer called to price a Transmission Conductor Plate. I informed the customer I would not price it without first diagnosing the vehicle because typically those are not an issue with the vehicle when it was not going into gear. The customer had the car towed in, without letting us know. We diagnosed the car with a bad ECU (cars computer). We could not communicate with the ECU at all with a scanner which tells us the ECU was a problem but we did not know if the ECU was the only problem. We informed the customer that we first needed to replace the ECU to know if anything else was going on. The TCM or the Direct Select Levar could also be a problem but without the the ECU communicating properly replacing any other part was not going to fix the problem. The customer approved the job. After installing the ECU we found "Can Codes" in the ECU. Can lines stands for Controller Area Network, which are lines that allows the ECU to communicate with every other module in the car including the TCM and the Direct Select Lever. When there are Can Codes present in a ECU that typically means that there is wiring issue whether that be from water damage, corrosion or just age. We pulled codes U010187 & U010387 which are the TCM & the Direct Select Levar not communicating with the ECU which means there is a canned line down to those modules. We felt that replacing the TCM and The Direct Select Levar was not going to fixed the problem. The customer wanted us to replaced them but we expressed that we felt like he did not need to put more money into the vehicle and advised to stop replacing parts. Generally Can Line issues cannot be found and fixed. If we had replaced the parts the customer wanted replaced we could not send them back after installing and programming and had these parts not fixed the issue the customer would have been upset that he still had to pay for the parts and the issue still be there. After dealing with the customer hanging up on us multiple times on the phone and not taking our professional advise we felt it best to part ways so that we did not get to this point. We tried our best to explain all of this to the customer and that we where making this decision so that he did not continue to put more money into the car and be upset with us for not advising him correctly. We advised the customer he could take it to a different shop and get the TCM and or the Direct Select Levar replaced but we did not want to because we also know with electrical issues it can take out the new modules that we install if the electrical issue is not fixed first and then, once again, we would have waisted his money. The ECU was bad. The customer called to inform us that he took the car to the Dealership to have it tested. The ECU can not be tested without installing the old one and programming it to the vehicle again. You can not bench test a Mercedes ECU. If he did in fact get the TCM replaced and it worked that's great. If we had first replaced the TCM it would not have worked because it could not have been programmed because the ECU was bad. If we had replaced the TCM or if someone else replaced the TCM the ECU would have to be replaced. We do not program the ECU in house, a separate company does. That company confirmed the ECU was bad before programming also seen the Can issues afterwards and advised the same as we assumed, the vehicle had a slew of other issues including running issues like the throttle body. We made what we felt was the best decision for the customer. Had we replaced the parts by his request he would have been more upset if it still didn't fix the problem but yet still had to pay for it. We did not want to waist his money. No matter which way it went the customer was still upset. We chose not to waist his money and we stand behind looking out for our customers.