ComplaintsforEagle Transmission

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Eagle Transmission on 4/11/24 because my ********** Tiguan suddenly stopped shifting gears on 4/10/24. *******************, the manager, told me to bring the car in for diagnostics. After she did not call me back, I called her. She told me her tech was still doing diagnostics on my vehicle, and that he was taking the car for a test drive. Then, she sat the phone down, and yelled "did anyone take a look at that Tiguan?!". I called the next day. ************** told me I needed a new transmission and that she could get me a used transmission for a good price. She told me the part would be in by Monday and that it would only take a few hours to install. I told her to go ahead with the installation. After I did not hear from ************** on 4/15, I called her. The transmission had not been installed. I called again on 4/16. This time I spoke to the owner of the business, *****************************. He told me the repair wasn't done, but should definitely be done the next day. I called on 4/17 and spoke with **************. She told me the repairs would not be completed that day and that ****************** should not have promised me they would be. I told her I needed a rental car (a service they claim to provide on their messaging system). ************** told me they do not provide that service. I called on 4/18. ************** told me that the transmission was installed, but I needed "hoses for my transmission replaced" and that she had "employees driving to all the ********** dealerships to find the parts". She also told me that ****************** told her he never said the vehicle would be done on 4/17. On 4/19, ************** told me she had installed a $700 part that I did not authorize (I did receive a refund for the part). I told her to quit working on the car and that I would be picking up the vehicle that day. She told me no. I called AAA to have the car towed, but when I arrived, I was able to drive the car. ************** would not provided me with an invoice until she ran my card. There is no mention of replacing any hoses on the invoice from Eagle Transmission- apparently this was just another lie from **************. Throughout this mess, ************** prohibited me from speaking with her techs on the phone or in person and she would not give me ****************** contact information. I believe this is because she did not want me to be able to verify anything she told me about my car. Because of this, I took the vehicle to a ********** dealership on 4/22 to check Eagle Transmission's work. **********'s tech ran diagnostics and inspected the car. He immediately found an electric wire whose casing was broken. According to his inspection and diagnostics, this was obviously the source of my transmission problems (due to the broken casing, the wire wiggles out of place, causing the transmission to suddenly go out). According to **********'s tech, transmissions don't usually suddenly stop overnight -something a transmission specialty shop should know. Eagle Transmission's diagnostics match **********'s diagnostics which were run on 4/22. Eagle Transmission did not fix the problem indicated by their diagnostics, charged me for a transmission I did not need, and kept my car for over a week. ************** was extremely hostile throughout this entire ordeal, and ****************** has not contacted me regarding my experience at his shop.

  Customer response

  04/26/2024

  I have attached the invoice and receipt from *********** I also attached a photo of the broken wire casing that caused the transmission to suddenly go out. As I mentioned in my previous letter, I believe that Eagle Transmission should pay for my rental cars, ride shares, and ************ repair of my car. The cost of the  rental cars and ride shares is $209.57 and ************ repair cost $399.79, so the total monetary amount I am seeking from Eagle Transmission is $609.36.

  Customer response

  04/26/2024

  Documentation of *******************' behavior:

  When I went to pick up my car on 4/19 ******************* continued to be very hostile. ******************* was wearing a shirt that said "southern attitude" on the front and "hot mess express" on the back. Apparently she is proud of her terrible manners and the awful way she treats customers. I began recording our interaction (I told her I was recording) to document it. I have attached that recording. Additionally, according to Eagle Transmission's automated answering service (which speaks before anyone picks up the phone) all of the phone calls are recorded. ******************* pointed out several cameras placed around her office which are also recording at all times. Eagle Transmission should be able to provide you with those recordings. 

  Business response

  04/27/2024

  We received the Customers vehicle on April 11th. The vehicle was towed in. On test it slipped badly moving forward & had no reverse. We carried out a diagnostic & visual inspection. It was noted that there were a number of codes but more significantly the transmission had lost almost all of its transmission oil. There was evidence of a leak from the transmission & an indication the transmission had been struck by a foreign object, possibly road debris, on the lower corner of the unit causing the leak. Having established the transmission was clearly the cause of the reported issue the shop Manager called the Customer at ****** on April 11th & informed her the transmission would need to be replaced. The Manager explained the available options to address the failure & said she had reached out to our sources for availability & cost & would follow up the next morning with feedback on prices.
  On April 12 @ 8.25am the shop Manager called the Customer with details of the available *********************** & recommended the low mileage used transmission she had located. The Customer called back at ******* on the 12th & approved the purchase of the used transmission. 
  On April 13 the failed transmission was removed
  On April 16 we received the replacement transmission. At 1.34pm the Customer called & asked for an update. I told her we received her transmission but would not be able to install it. I said I did expect it to be finished the next day Wednesday.
  On April 17 the mechanic scheduled to install the transmission did not show up for work. The Customer called several times & was understandably upset when told of our predicament. She said the employee not showing up was not her problem & we must get her a rental car to address the issue. The Customer was informed we did not have loaner cars & did not supply rentals at our cost. While I understand the Customer frustration our options are very limited, we have three mechanics capable of installing the transmission so when one of them does not show up as expected our capacity is down 33% while it is as the Customer said not her problem there has to at least be recognition that there is an unavoidable delay. 
  On April 18 We dedicated a mechanic to installing the transmission. Following completion of the installation when the transmission oil was added to the vehicle & the vehicle was run a leak was noted at the front of the vehicle on the transmission cooler assembly. The Customer was told about the issue & got very angry about the situation. She asked why this was not picked up when we carried out our original inspection. Unfortunately, the vehicle had no transmission fluid in it when we received it so there was no reasonable way to identify the leak on  the cooler, the access is particularly restricted & the leak is remote from the transmission.  We had difficulty locating the parts required but I personally went an out of town ** dealer & secured the parts to finish the job. The Customer was told the vehicle would be ready on the 18th but did not answer her phone on any of the numerous calls ( & text messages) we made that afternoon to update her & tell her the vehicle was ready for pick up.
  On April 19th again we made numerous calls to the Customer starting at ****** but she did not respond until later in the afternoon.

  I had taken it upon myself to authorize the installation of the new cooler assembly & lines understanding the Customer was very distressed about the ******* delay. It is a fact that she had not authorized the additional work. 
  
  
  The Customer took the vehicle to a ** dealer for follow up diagnostic. Let me address the findings. If you examine the Dealers document where the lines have been highlighted, you will see the section is labeled DTC memory entries this means the information is stored in the computer memory. So, this information relates to the transmission we removed from the vehicle. Not the transmission we installed. I will not comment on the feedback that the ** Tech gave the Customer as I do not know how much he knew about our findings. I am sure however if you tell him the transmission had no transmission fluid in it when it came to our shop, he will give you feedback in line with our comments. Further to that the speed sensor in the unit came with the transmission we installed it is not the original sensor it is still in the transmission we removed from the vehicle.
  We sent pictures of the damage we noted on the underside of the vehicle to the Customer. We can demonstrate something struck the underside of the vehicle; our guess is road debris. We would recommend the Customer follow up with her insurance company. Depending on the deductible she may be able to recover a significant portion of her cost. We have secured the damaged components we replaced & have pictures of the damage on the underside of the vehicle available if needed.  
  I understand the Customer is very unhappy with the 24 hour delay her vehicle suffered. We are very sorry to have caused her this inconvenience. The position we found ourselves in was most unfortunate but our ability to recover you must understand is very limited, given our extremely small workforce.  
  We spent $746.08 to address the damage found on the transmission cooler assembly, that should be considered our contribution to this unfortunate sequence of events.

  Customer response

  04/29/2024

  Documentation of *******************' behavior:
  
  When I went to pick up my car on 4/19 ******************* continued to be very hostile. ******************* was wearing a shirt that said "southern attitude" on the front and "hot mess express" on the back. Apparently she is proud of her terrible manners and the awful way she treats customers. I began recording our interaction (I told her I was recording) to document it. I have attached that recording. Additionally, according to Eagle Transmission's automated answering service (which speaks before anyone picks up the phone) all of the phone calls are recorded. ******************* pointed out several cameras placed around her office which are also recording at all times. Eagle Transmission should be able to provide you with those recordings. 

  Business response

  04/29/2024

  Please a few questions

  1. Has the Customer asked ** Tech. about the effect having no transmission fluid would have on the transmission we removed?

  2. Has the Customer asked ** Tech to comment on the fact that the code he made reference to was in memory & was not a live code?

  3. The ** invoice suggests that ** were checking to see if the transmission was replaced & that the transmission cooler was replaced ( I should have mentioned this on my last note but the damaged cooler line discussed was an integral part of the cooler we replaced). Having replaced the cooler with Original Equipment, **, cooler there was no need to replace the line as it is integral to the cooler assembly. Can the customer confirm both were replaced?

  Customer response

  04/30/2024

  I am rejecting this response because:  Eagle Transmission is once again trying to obscure the actual issue. Eagle Transmission ignored their own diagnostics and an obvious issue with a broken wire casing. 

  -The audio recording of ******************* I sent BBB confirms that there was no mention of a lack of transmission fluid until Eagle Transmission had gone through several other claims regarding my car. Even if this claim were true, my transmission went out very suddenly. This would not happen with some kind of gradual leak.

  -This mess about a "memory code" is nonsense. When diagnostics are run on a car, current issues are shown. 

   

  Customer response

  05/02/2024

   I am rejecting this response because:   The statements made by Eagle Transmission are false. This  is not surprising given how many times they lied to me when they had possession of my car. 
  
  -I was able to drive the car with great difficulty to the shop as it is about two miles from where I live. It was not towed.

  
  -As you can see from both ************ diagnostics and Eagle Transmission's diagnostics there are only two transmission fault codes. Apparently whoever wrote this does not know much about cars, as ************ very knowledgeable tech told me that the diagnostics were showing current faults, not faults stored in a computer's memory. Even at face value this is a ridiculous thing to say. If this were true, every time a car had diagnostics run on it, any fault it ever had would appear. This is Eagle Transmission lying again to avoid taking responsibility for their theft. 

  
  -************ tech told me the fluid leak is an oil leak coming from the engine cooler and the upper timing cover. I have attached that documentation.

  
  -The vehicle was in two collisions before I bought it in 2021. Once on 02/03/2016 and on 11/07/2019. I have not been in a front end collision in the vehicle. The transmission was not damaged in a collision. Please see the attached Carfax report for documentation.

  
  -Absolutely none of the information re: transmission fluid was relayed to me at the time I was told I needed a new transmission. I have a recording of ******************* (made with her knowledge) that I have attached to this email. This recording will also confirm the extreme hostility I had to deal with while Eagle Transmission had possession of my car.

  -If there were parts received from ********** on my vehicle, why was this not listed on the invoice to document the work? 

  
  -******* absolutely told me the vehicle would definitely be ready on Wednesday.  ******************* told me that the transmission she said I needed would be in on Monday and it would only take a few hours to install. My initial expectation was that I would receive the car by Tuesday at the latest. If Eagle Transmission will release the recordings of the phone calls all of this can easily be confirmed.

  
  -Installing a $700 part I did not ask for is not compensation for trying to cheat me out of almost $5000 dollars. Additionally, they initially tried to charge me for the part.

  
  -I was at work on the morning of the 18th and I was unable to take phone calls. It is not standard practice to install a part without the owner's consent, even if you are having trouble reaching them on the phone.

  
  -******************* told me I could not have my car on the 18th. I told her I was coming to get it anyway. If Eagle Transmission will release the recordings of the calls, this can be confirmed. 

   

   

  It is notable that Eagle Transmission has not even tried to provide supporting evidence for their claims. When confronted with their malfeasance, they pile on more falsehoods. It is very obvious that they ignored their own diagnostics, ignored the broken wire casing and installed a transmission I did not need. They need to take responsibility for their unacceptable actions, lies, and behavior.

  Business response

  05/20/2024

  It has been several days with no feedback. I asked three questions the answers would help in addressing our position to close this matter out. We would like to resolve the issue but need the feedback requested.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car has an automatic transmission and reverse did not work. I took it to Eagle Transmission in ******* *****. I told them that the usual problem with this transmission is the pressure regulator in the valve body. The bore wears and the pressure gets higher as it wears. The extra pressure blows the seal in the torque converter and the lockup clutch stops working. If the pressure problem is not fixed it will break the rim of the **G drum and the transmission looses reverse. I did not tell them that was the problem but it is a common problem with that transmission. They told me it would cost $3900 to repair and that they would rebuild the transmission (including the valve body) and would install a new redesigned **G drum that is stronger in the area that fails, and repair the valve body to correct any over pressure. After a few weeks I called to check on the car. I was told that they were stuck because that had found a crack in the valve body and could not locate another one. I told them that I had another valve body they could use for parts and the cracked part in the other one may not be cracked in this valve body. I also told them that the car I took this one from had ******* miles on it and the torque converter was damaged and the lock-up clutch did nor work in that torque converter likely due to over pressure as described above. I then asked if they wanted it and I was told they did want it for parts. A few days later on June 23, 2022 the car was finished and I paid the $3900 as agreed and drove it home. The receipt indicated it had a warranty on the repair for 18 months or ****** miles. I also picked up the extra valve body that was left over. It was reassembled and in one piece. I would probably have done that to keep all the spare parts together but I was surprised that the shop would spend time reassembling it. I was told they had replaced the **G drum as agreed and they had installed an after market pressure regulator poppet to correct any over pressure issues. On October 17, 2022 I was working on another issue with the car and I ran a diagnostic scan. The car returned codes on the other things that were being repaired. It also returned a code for excessive slipping in the torque converter. Since it was under warranty I took it back to the same Eagle Transmission in ******* *****. It is now January 11, 2023 and they have not fixed my transmission. They tell me they are waiting for a lift to open up. I believe the length of time is unreasonable. The car is a convertible and I would never leave it out in the weather for this long as it would cause damage to a very expensive top.

  Business response

  01/16/2023

  When you vehicle originally came in for repair we could not secure a new or used valve body. So we were forced to take the two valve bodies you supplied & make one operating unit as best we could. Clearly the used parts were marginal.
  As agreed with you we have ordered a new unit & will warranty the torque converter.
  Please note the valve body is being shipped from ******* & is two week from delivery. In the mean time we will get the torque converter repaired or replaced.

  Customer response

  01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have stated that they would fix my car and return it for around an additional $2900 above their original quote and above what I had already paid. They did not send a receipt for the actual amount I paid. I did pay the additional amount but they still have not fixed and returned my car. As such it is premature to answer yes or no as to the question above. Please keep in mind that they have already had my car for this warranty work since October 19th. It is still out in the weather and I do not know what effect such a long exposure to the weather may have had on it.

  Business response

  01/25/2023

  The manager mentioned during your call that we would hold the receipt until you picked up the vehicle. If you would like a copy now we would be happy to send you a copy. Please let us know.
  As mentioned the new part is being shipped from ******* & is expected to arrive late January. We anticipate that this will address the issue.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello my name is ******* I have a problem with eagle transmission addison it all started when my son's car had a damaged transmission I looked for a place to repair it and I thought that since they have many locations you are good I took it they repaired the transmission they charged me more than $4000 and they gave me a year warranty The car was damaged about 3 months later, again from the transmission, I took it to have it checked and they told me that it was not the transmission. I took it to another bodyshop. I paid for a diagnosis and they told me that it was the transmission again. take eagle and he has the car there for more than 2 months they took the car to the nissan dealer because the guarantee is with nissan but between nissan and them they do not reach an agreement and they are just lying to me I went to the Nissan dealer and they gave me a version I called Eagle Transmission and they gave me another version I explained to the person at Eagle what Nissan told me and I told him that I couldn't wait any longer that it wasn't my problem and the person eagle told me it wasn't their problem either please I need help I don't know what to do I'm tired thank you

  Business response

  08/10/2022

  Business Response /* (1000, 7, 2022/06/11) */ Nissan will not supply parts to repair CVT transmissions in our shop. This forces us to either get remanufactured units from Nissan or one of a very limited number of third party suppliers. Alternatively find a low mileage used unit risking it has a similar problem. The price of used units are so high it makes the decision uncompetitive. We have not had good results from third party suppliers so we have focused on the OEM as a supplier. After a car accident you brought your vehicle in to be checked & we could not get the vehicle to act up. As you said when you returned it a second time it was clear there was an issue. When we reached out to Nissan they informed us they had changed their procedure & they had to confirm the failure was covered under their warranty. We were surprised but took your vehicle to their shop. We got feedback that they confirmed our findings & were waiting approval to supply a replacement unit. This process has taken an extended period of time. They will, for some reason, not release a unit to us to close out the replacement. We have few options to get around them. Their units have been the best from a reliability perspective & they signed up to a 12 month 12,000 mile warranty. On the point of you getting one story from us & a different story from them. We have tried very hard to get a straight forward response & are still failing to get any useful feedback. Currently they will not return our calls & most recently stopped answering the phone to us. I am not sure this will help but I am willing to go with you to the shop & demand to speak to someone who can address the issue.This way we will both at least have the same story. Consumer Response /* (3000, 9, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the answer because, as I mentioned before, that is not my problem. I did not do business with Nissan. I paid them everything they wanted , because I wanted guarantee option, but honestly, I regret spending all this money i would've much rather bought a used transmission at the junk yard than have dealt with this whole situation . my car is already 3 months old with eagle transmission and they haven't even called me to ask if I need a rental car or anything. they just don't care Business Response /* (4000, 11, 2022/06/17) */ We make it very clear to all our Nissan customers that we are purchasing the transmission from Nissan & passing ******* their 12 month, 12,000 mile warranty. This is their standard warranty. We have put extreme pressure on Nissan & have just had feed back that they will have a replacement transmission on Tuesday June 21. If they deliver against this commitment we should have your vehicle late next week. Consumer Response /* (4200, 13, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the answer because they have lied to me many times. I remember that several times they told me that your car will be ready in a few days, we told you to come and pick it up and they never call me, so for this reason I prefer that when my car is ready, Please let the BBB know because my health has been greatly affected by this case and I don't want to deal with them anymore, thanks Consumer Response /* (3000, 20, 2022/06/22) */ Consumer wants to know the status of the response that was dated June 21, 2022. Please respond to the consumer with that status. Business Response /* (4000, 24, 2022/07/05) */ We were able to work the issue out with Nissan & the Customer picked the car up on June 29th.

*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. ↩