Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My son took his car to eagle transmission based on a recommendation from a local oil lube shop. He was told the transmission was leaking. We asked Eagle transmission to inspect for an oil leak. They contacted my son with a lot of confusing information and pressure for them to be able to remove the transmission to inspect it. He gave approval and then was completely stuck in their game. They know at this point you are going to have to pay $4K+ before youll get your vehicle back. I believe they are praying on college students in ****** and taking advantage of them. When I asked why they didnt just inspect for a leak and provide a diagnosis based on that they had a bs response that the transmission seemed to lag a bit when driving the vehicle. This was completely false, there was no noticeable issue driving the vehicle, we simply wanted to know if the transmission was the cause for the oil leak, which turns out it wasnt. The day we got the vehicle back it would not shift into drive. The vehicle would stall out when going from park to drive, which it had never done prior to use taking the vehicle to eagle. We had to pay to have it towed back to eagle for them to replace a part that wasnt faulty to begin with. It was a part they charged us to replace, the torque converter, which was not faulty to begin with. I would advise to not take your vehicle to this place!!! They are crooks.Business response
11/25/2024
We need more information in order to respond - son's name, vehicle make/model/year, repair order number - as we have no customers with the last name ******.Customer response
11/25/2024
I am rejecting this response because: Customer name is ******* ******Business response
12/05/2024
The 2006 Acura TL was brought into our shop on March 2, 2022. The customer concern we were given was that the vehicle had been taken to another shop for a transmission flush and was told to take it to a transmission shop because it might not be safe. There was no mention of a leak. We performed a diagnostic check and found issues with the transmission - fluid was burnt and there was delayed engagement going forward which was confirmed on our scan tool - indicating an internal problem that required the transmission to be removed, disassembled and inspected. That was the phone call your son received to get authorization to do this. The inspection found leaking o-rings and pistons as well as burnt clutches. In addition, there were updated parts to this transmission type since it was initially rolled out. We did a standard overhaul, including the torque converter due to the condition of the fluid. Our records show that the vehicle returned one time and was repaired under warranty. This is nearly 3 years after the repair and we have heard nothing since; however, I am willing to refund the amount you were charged for the tow for the warranty repair, which was $102.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/13/2024 I called to get a quote for diagnostic and a transmission rebuild I was given the quote for the complete rebuild was ******* or less so I took the car to be diagnose. On 6/17 I received call he stated that he drove the car and that it was making a lot of noise I replied that am aware of that I then asked is this the way that you diagnose?He stated that the only way to know what is wrong is to go internally into the transmission . He called on 6/20 giving me new quote of ******* to ******* I went into eagle transmission to request a break down of this cost because it went from 4000-maybe *************************************************************************************************** given a written consent to move forward with anything so once again I go into the business 6/21 asking for some information I went back 6/24 was finally given the test results by a person that worked at the front desk because the person with whom I had been speaking with would not give me any information just how much it would cost so I explained that I wanted to find out what the problem was so that my family and I could figure out what to do I was told that I had a week to pay him the money we requested to just have it towed home he informed me that he could not allow the vehicle to leave without being put back together. We are at a loss with this situation we can not afford what is being asked for no work has been done and to keep the confusion I received a text stating that I will be charged ***** per day / or week?for the vehicle being at eagle transmission. We dont have this type of money I feel that this is unjust all we wanted was a diagnostic test to have a good idea of the problem and what type of cost in order to make a decision in the way to go I am asking for help with this matter to at least get my car returned to me as is will pray for or a good outcome thank you for your understanding and considerationBusiness response
07/01/2024
Customer brought his vehicle to our shop on 6/13/24 where we performed an external diagnosis for $130 that indicated there was an internal transmission issue. Since transmissions are sealed units, the only way to determine the exact problem and what parts are needed is to remove the transmission from the vehicle, tear it down and inspect it. Before we do this, we contact the customer to get permission as this is a labor-intensive activity. Customer was called on 6/17/24 at which time the results of the external diagnosis were discussed, that the problem was internal and the transmission needed to be removed from the vehicle for an internal inspection to determine the extent of damage and exact cost. Customer was provided information that an average cost for a standard overhaul was about $4500 but could be higher depending on what parts needed to be replaced with a worst case cost of $8500 if the whole unit needed to be replaced. Customer was also informed that if he decided not to do the repairs after the inspection, the transmission would be reassembled and reinstalled in the vehicle and there would be a labor fee of $2460 for this work (removal, teardown, reassembly, reinstallation) as we have invested many hours of labor. Customer gave his verbal approval at 11:46 AM on 6/17/24, confirmed by giving the last 4 digits of his social security number for authorization over the phone. After removal and inspection, damage was significantly more and cost would be $6258 due to additional parts and labor required. Customer was contacted with the cost on 6/20/24. He came into the office on 6/21/24 to discuss financing options and was sent information for the various third-party financing companies we work with; to date, we see no evidence that he has attempted to obtain financing through any of the vendors we provided. On 6/24/24 he returned and requested a written copy of the diagnosis, which he was provided and has attached. Customer now states he does not have the money to pay us for the work we have done to remove his transmission and inspect it. We quote storage fees if customer has not made payment arrangements after a week as the vehicle ties up a lift that prevents working on other vehicles and ultimately we have to do additional work to get the vehicle off the lift. We will waive these fees if we can get an equitable solution but no payment for our labor effort that the customer verbally authorized is not an acceptable result.Customer response
07/02/2024
I am rejecting this response because: All of these statements are not true as I stated before I went into the business paid ****** to get the diagnostic done to know the problem I made several trips in asking for the paperwork (diagnostic results) but was never given them until 6/24 that was the first time that I was aware that the test was even done . I never agreed to have any work performed I made it very clear that I did not have that amount of money but if you read the comments it stated a lot of things that was not mentioned in our brief conversation was totally about cost never truly what was wrong with my vehicle . I would also like to say that I have dealt with many business and was referred to there business but I did not know that they preform services without a written authorization/or contract (shocking)he spoke to me about different options but my family and I could not afford the prices that he was offering and once again I told him that I did not have the money . I would like to thank you again for your time.Business response
07/02/2024
At this point, we are at an impasse. All of the statements in the original response are factual. Customer was contacted as previously stated and gave verbal authorization on 6/20/24 to remove the transmission for an internal inspection. He was informed that the potential repair cost could be $4500 (average) up to $8500 (worst case) prior to this authorization and that there would be a labor fee if he did not proceed with the repair. This is a standard procedure that we follow every day. Customer did not request a written diagnostic until 6/24/24, at which point he was provided it (and uploaded the information we gave him). The customer's resolution seems to be for us to expend more labor time without compensation. That is not acceptable.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5/20/24, I took my son's car to Eagle Transmission in ****** because the "Transmission Overheating" Light had come on while he was driving at 70mph. He pulled over to let it cool off, the light went off, and he was able to continue to drive to ******. There were no other issues other than the light coming on and the acceleration was slightly sluggish. He had not had any issues with shifting, acceleration, noises, grinding, burning smells, etc. previously. The light did not come on again and the car was driving fine afterwards. We paid $130 for a diagnostic test to be run and left it there. On 5/22/24, Eagle called and told us that the car needed a new transmission. They said that the transmission fluid was full, and that there was no leaking, but that the fluid was "junky". Eagle told me that i had a choice of a Used Transmission from a car with high miles on it for about 5k, or a refurbished one with less miles on it, for about 11K. On 5/23/24, I decided to take the car to another shop for a second opinion.The second shop did a thorough diagnostic while driving the car. They got a code of P0740 for the solenoid, and they believed it had gotten stuck or something had gotten in the filter, as they found nothing else wrong with the transmission, and no other codes were found. They also reported that the fluid was clean, not junky, or burnt, but that there was a leak in the gasket. They determined that it did NOT need a new transmission, and needed only a transmission service due to mileage. The second shop also denied any issues found with shifting as Eagle had said they had experienced while test driving the car. I don't think Eagle drove it or looked at it, as they didn't even see the gasket leak, and there were just trying to cheat me out of the money for a new transmission. I asked for my $130 back, and they told me that I would have to come up there and sign a "paper" saying that I wouldn't leave a bad review on social media or report them to BBB.Business response
06/14/2024
Customer was called on 6/11/24 so we could process a refund. We have not heard back. Texted today (6/14/24) indicating we need customer to call so we can refund as we do not retain credit card information. We cannot do anything more until the customer calls us - she does not need to come in person.
As for the allegations that we did not drive the vehicle, we absolutely did so and we stand by our diagnosis. Our experience with the issues we saw in this CVT transmission is that a service is not a long-term solution. I do hope this works out for the customer.
Customer response
06/14/2024
Eagle did call on 6/11, 1 day after I had spoken with them regarding my suspicions and requested a refund, where they demanded that I sign something about not leaving a bad review in exchange for my refund . They did not leave a message. I filed with BBB on 6/13, and then they called on 6/14 and left a message and text to return their call about my refund on my card, but are still denying any misdiagnosis on their part. I didnt receive any details on why I needed a new transmission or what was actually wrong, nor any written paperwork or statements regarding the repairs needed other than a code, and I was told that it was a generic code when I picked up the car to take to the second shop. By contrast, I received detailed information from the second shop, along with pictures, to show the work being done on my car., and an explanation of any work that was needed. When I discussed this with Eagle, they then told me that they had observed issues with shifting while test driving and suggested that Id need to drive it another ******* miles to see the issue, which makes zero sense since it had been driven approximately 200 miles in the meantime with no obvious issues and the second shop did not observe that. Only after I told them what the shop had said did Eagle respond that they had gotten the same code that diagnosed the issue with why the light had come on in the first place. Eagle was rude in speaking with me as well, in addition to demanding that I come up there in person to sign the no bad reviews or complaints statement. I decided to file a complaint instead.
Im agreeing to receiving a refund back to my card, and have gotten an authorization number for the refund, but in order for me to retract my allegation, Id like to see their documentation of their findings of why I needed a complete new transmission for 11k so that if I do have further issues, as Eagle ascertains, I will have that information. Otherwise, my statement that they tried to sell me an unnecessary transmission overhaul stands.Customer response
06/15/2024
Eagle did contact me on 6/11/24, after I had spoken to them and voiced my concerns on 6/10/24 and requested a refund, but they did not leave a message, so I did not respond. I did not hear from them again until today, 6/14, when I received a voicemail and a short text requesting my card info for a refund, and only after submitting my complaint to BBB on 6/13. I have received an authorization number for the refund for the cost of the diagnostic, but it hasn't gone through yet, so I will wait until it does to complete my complaint.
As for the allegation in my complaint, Eagle did ask me to come up IN PERSON, to sign a non-disclosure agreement of sorts, that I would not submit a complaint to BBB or any negative reviews on social media, which is extremely suspicious. Plus, Eagle didn't support their "diagnosis" with any type of documentation as to the reason for the transmission issue or the need for a new transmission. There was no further explanation other than a "junky" transmission fluid and the transmission code at the time of the initial phone call, yet no documentation or breakdown of the parts and labor costs, was offered just a request for upfront payment before work could begin, and a referral to 3 finance companies, which were more red flags. In contrast, the shop that I took my car to for a second opinion didn't request up-front payment, sent complete documentation of all diagnostics done, along with pictures, and a parts and labor estimate for approval before any work was begun. Again, the only issue that was found during the second shop's test drives and complete diagnosis was a code involving the solenoid, and no other codes or issues were noted, other than a leak around the gasket. Eagle told me that they had gotten the same code, but only after I had told them what the second shop had diagnosed the issue as, which did not require a new transmission. In addition, Eagle maintains that the car had shifting issues during their test drive, and that the car would have future issues, but that I needed to drive it another ******* miles, which is interesting, as the car had been driven approximately 200 miles between the initial light coming on and when the car was diagnosed by the second shop, and no shifting issues were noted at any time. If Eagle wants to maintain their position, I would like to see documentation of the actual testing that was done on my car, as the second shop provided to me as part of their exceptional customer service, and the exact reason for their recommendation for a new transmission.
Customer response
06/15/2024
The code that I initially reported was incorrect. It should have been P0741. See attached photos.Business response
06/18/2024
Customer called back and was refunded amount requested on 6/14/24.Initial Complaint
06/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My check engine light came on so I had a diagnostic ran and it came back with transmission repairs needed. Eagle transmission in ****** on ********* was the closest to me so I went in for help. On 6/6/23 I left my car in their care for repairs and was told 3 hours, unfortunately they had to order parts so it took another business day. During my shuffle to the uber I left my $850 ***** sunglasses in my car (unbeknownst to me). Upon receiving my vehicle on 6/8/23 I drove off happy my car was fixed and reached to my arm rest to get my glasses from their normal spot but the case had been moved to the back seat, i was still able to grab the case but immediately noticed the duster hanging from the case (something i never do) and upon opening it found my glasses missing. I called and spoke to the receptionist and of course got the typical response "no one knows anything." There are very few things lower than a thief and therefore i urge you to never do business with this company and definitely remember to remove everything from your car when you drop it off. My negligence and trust of doing business with someone has not only ruined my day but hurt the pockets.Business response
06/25/2023
I did not receive the original BBB email.
I have been in contact with the customer and reimbursed him in full on 6/19/2023. This matter has been resolved.
Initial Complaint
04/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I took my 1996 Bronco here because the transmission was slipping. They removed the transmission and after tearing it apart said they couldn't find anything wrong inside of it. They said they found some bad electrical connectors and thought that could be the problem so they replace them. They also say that the throttle positioning sensor needs to be replaced before they can test drive it because it was throwing a code, so I said go ahead and replace it.Then all of a sudden they say my truck won't start after Replacing both electrical and fuel system parts. They give it back to me like that. They recommend replacing the ECM, $300 later I did that and it still won't start. I've had this bronco for over five years and it has started on the first crank every time. DO NOT TAKE YOUR VEHICLE HERE!Business response
06/06/2022
Business Response /* (1000, 5, 2022/05/03) */ We have been in contact with the customer in an attempt to resolve this issue, which is still pending. We requested the customer take his vehicle to another shop and if they determine this issue is a result of something we did, we will pay to have the vehicle repaired. We are currently waiting for the customer to provide the information from another shop.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.