ComplaintsforSergeant Clutch Certified Engine & Transmission Shop

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my transmission go out in my 2005 GMC ****** and I had took it to this company because they did payment plans on the repairs and all I had asked him the boss is I would like to have my transmission rebuilt and my rear main seal fixed he said okay give me a day I will work up a quote and we'll get it done never calls me I had to call him then he gives me a quote of $5,600 to have my transmission rebuilt My rear main seal done and my transfer case fixed I had told him I want just the transmission in the rear main seal he said no could not do that because it's not done right so then I told him okay I would like to take my truck out can I pay for the tow in a diagnostics and he told me the total fee to take my truck out was $873 I didn't authorize a $600 inspection I don't mind paying for the tow and the 69 diagnostic fee but I did not authorize the $600 transmission inspection I don't understand what the $600 transmission inspection is I thought that was part of the diagnostic fee apparently it's not so now I have to pay this money so I can get my truck out and take it to somebody that is a legit repair shop that will fix my issue then he told me I have to pay the $873 first before they put my transmission in my truck I'm very highly upset on how they conduct their business so I want some resolve here cuz this is unacceptable

  

  Business response

  09/10/2024

  ************** in regards to your 2005 GMC ****** 4x4 truck with over ******* miles. When your truck was towed into our shop on Aug 26th for transmission problems. We tested and checked the truck and confirmed you had a bad transmission.  On August 27th you gave us verbal authorization over the phone to move forward with an internal transmission inspection. To determine what parts need to be replaced in order to rebuild your transmission. The cost for the internal inspection is $689.00 and goes towards the repairs. After the internal inspection was complete. You were given a complete breakdown and estimate for the repairs your truck needed. That included  rebuilt transmission, transmission shifter cable, transfer case, several engine seals leaking and motor mounts. You only wanted to approve the transmission rebuild and not address the other problems.We would have been happy to rebuild the transmission and get you back on the road. However in order for your transmission to work properly it would require the transmission shifter cable and transfer case repaired due to lack of fluid and internal damage. We are not trying to nickel and dime you. We just wanted to fix your transmission problem. Its unfortunate that your truck is requiring more repairs then just the transmission. You would have been very upset with us. Had we just rebuilt the transmission knowing it wasnt going to work properly because the cable and transfer case. Yes your truck is leaking motor oil from just about every seal on the engine. However you could take care of those problems at a later time. Without affecting the transmissions operation. On August 30th you said that you didnt want to get the repairs done with us. We asked you pay for the towing, diagnostic test and internal inspection. We explained the transmission would be put back together and reinstalled into your truck. The process would take a few days to complete. ************** we are a family run business that trys our best every day to satisfy our customers. We are not bad people trying to keep your truck like you stated online. I feel we have done no wrong in this case.

  Customer response

  09/10/2024

  Complaint: 22221525
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Sergeant Clutch Certified *********************************************** Repair Shop regarding their failure to address and resolve the issue with my vehicle after charging me for their services, as well as attempting to charge me again for further diagnostics.On May 7, 2024 I brought my 2014 **** Fusion, to Sergeant Clutch located at 6557 Walzem, ******************** to address a specific issue I was experiencing with my vehicle. I explained the initial problem(loud squeak coming from the back tires) to the owner, and they proceeded to perform the necessary repairs. However, despite their attempts, the issue was not resolved and my vehicle continued to exhibit the same problem.(loud squeak) To my dismay, when I picked up my vehicle after the supposed repairs, I was still charged for the services rendered. The total amount charged was $464.32 for new shocks initially but I applied for credit through Snap Finance and was charged an extra $102 fee but was never explained what this fee was. I have attached the documentation. I expressed dissatisfaction with the results to the staff at the shop, but they were uncooperative and unwilling to rectify the situation. Furthermore, instead of addressing the issue they failed to fix, Sergeant Clutch attempted to charge me again for further diagnostics to identify additional problems with my vehicle. They wanted to provide me with an estimate for the new issues, which I find to be unethical and exploitative given that the original problem was not resolved. I believe that is unacceptable for Sergeant Clutch to charge me for services that did not address the initial issue with my vehicle. As a customer, I expected a resolution to the problem I presented, and I am disappointed by the lack of professionalism and integrity demonstrated by the shop.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this dispute.

  

  Business response

  05/24/2024

  When **************** first brought his 2014 **** Fusion with ******* miles on it to our shop. He was experiencing multiple problems including back / rear suspension goes up and down, makes noises,sometimes while driving the emergency brake light comes on and the check engine light was on. After we completed our basic diagnostic check including road testing the car. Several major items were noted as needing replacement including the front struts, rear shocks, motor mounts, transmission mounts,brake vacuum pump and engine timing chain replacement. **************** was given an estimate of $4,500.00 to make the repairs listed. **************** opted to just have the rear shocks replaced. After the replacement of the rear shocks. T he car no longer had problems bouncing up and down from the rear shocks. After **************** picked up his car. He brought it back the next day saying its still making a noise from the rear. We asked that he leave the car so we could check it out and find source of noises. After  lifting the car in the air for further inspection. The mechanic found several bushings that were dry causing squeaking noises. The mechanic lubricated them and noises went away.**************** picked up his car and tested it in the parking lot for the noises. He observed the noises were no longer present. Shortly after picking up the car.He called back to the shop very upset about the noises. We explained what we had done. We told him he could bring the car back to the shop and we could get him an estimate to replace the rear suspension issues. In this case with **************** and his car with over ******* miles it has a lot of parts that are bad and worn out. The car needs lots of repairs. I feel we have done no wrong in this case.We made one repair of the rear shocks. Which corrected a problem of bouncing up and down. If **************** wants to invest more money in repairing his 2014 **** Fusion. We will be more than happy to make those repairs, give him a discount and good warranty.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I , ********************* , took my work truck to Sergeant Clutch Certified Engine and Transmission to get it repaired. My truck was not starting. Initially, they replaced my started for $700. Then, a day a later they claimed my fuel pump was damaged. I was confused as to why they didn't mention that a day before. Regardless I asked for a quote on the fuel pump, and they said $1200. I decided to decline and picked up my truck instead, because price was set too high. When I arrived home, not knowing I should have taken a look at my truck at moment of pick up. I decided to take a look at my engine. I was enraged when I realised that the employee(s) from Sergeant Clutch had smashed what appeared to be a hammer into my fuel pump. Something must be done. I don't doubt that there are other victims of this nonsense. I trusted them to repair my work truck, and they deceived me instead.

  

  Business response

  08/22/2023

  When your 2010 Dodge Ram **** truck was towed into the shop. The complaint was a no start problem. When ************** checked the truck. He confirmed it was a no start and no crank problem. We sold  ************** the starter. After replacing the starter. It now cranked, but still no start. Now that we had cranking. The fuel system was tested. We recommend to replace the fuel pump assembly for $825.00. Customer declined and had truck towed away. Forty seven days later we get a BBB Complaint and negative ****** review. Stating we hit your fuel pump with a hammer. That is false. First of all, we would not do that. Second it takes about 3 hours to remove and replace the fuel pump. Then after speaking to you on the phone in spanish. The story changes from the fuel pump being hit with hammer. To a hole on your intake manifold. We did not do that. How that happen we don't know. You still have a parts and labor warranty on the starter. We have done no wrong in this case.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3, 2023 Sergant Clutch sent a tow truck to pick up my 2014 Cummins. I explained to them the symptoms my truck was having and the code that my scanner picked up (incorrect gear ratio 1), what a previous transmission shop had stated and that I would like for them to give me a 2nd opinion bc I dont believe I need a transmission rebuild/replacement. They assured me that they would inspect it and get back to me. They called me the following week to tell me that rebuilding the transmission was the best option. Heres where my issue comes in. After paying for the transmission rebuild (7k) I drive my truck and its literally doing the EXACT same thing as it was prior to me taking my truck to them. After 22 days of them having my truck with next to little communication my truck still was not fixed. I was told to put miles on it to see if it gets better. I spoke to the manager again after my truck stalled on me, in which he informed me of why they went with they suggested the rebuild . It was not bc they found broken parts inside my transmission, it was because Aamco is a reputable transmission repair shop. Meaning, they took the word of a previous transmission shop instead of actually finding the issue themselves! They never inspected my truck. They replaced parts that did not need to be replaced. I even asked ******* if they found anything broken and he stated no, just wear and tear. On Friday March 17 they sent ANOTHER tow truck to pick up my truck. On Monday ******* txt me stating that they had found the problem which ended up being a Sprag assembly. (A $300 part) ******* and I had SEVERAL conversations in which he stated that they did not find anything broken inside the transmission yet they suggested a rebuild $7000 meanwhile the issue the entire time was a Sprag assembly 5-$600 fix.

  

  Business response

  04/07/2023

  April 7, 2023
  This response is in regards to Complaint ID#********. On January 31, 2023 ******************** contacted our office in regards to transmission problems for his 2014 Dodge Ram 2500HD 4x4 6.7 Diesel with a 6 speed automatic transmission and ******* miles on it. He stated the transmission was having shifting problems and had taken it to AAMCO Transmission Shop. At AAMCO they removed the transmission and did a tear down inspection of the transmission. AAMCO had quoted ******************** $******.00 for the transmission job. ******************** declined to have AAMCO fix the transmission. So AAMCO reassembled the transmission and ******************** had it parked at his house for about a month. ******************** agreed to have ****** his truck to our shop. ******************** approved our internal transmission teardown inspection.After our internal transmission inspection was complete ******************** was informed we did not find any broken parts. However we did find wear and tear including burnt clutches. ******************** was given the option to have the transmission replaced with a remanufactured transmission for $8,574.00. Or to have it rebuilt for $6,690.00 including the following parts: Master Overhaul Kit,  Filters, Solenoid Assembly W/ ************ Pressure Control Solenoid, Torque Converter, Bushing Kit, Piston Kit, Solenoid Switch Valve Kit, valve body shift kit, line pressure sensor, and governor sensor. ******************** approved the transmission rebuild option. After the transmission job was complete ******************** picked up his truck and drove away. He called saying he was still experiencing the same downshift problem. We explained that the truck was thoroughly road tested including  computer checked with no problems. We asked ******************** to bring the truck back so we could go on a road test with him so we could experience what he was feeling. He said he could not return at the time. We told him to drive it and see how it does. ** he continues to experience the issue to bring it back to the shop. On Friday March 10th around 5pm ******************** stops by the shop saying the truck was acting up and had transmission gear ratio code. We asked him to leave the truck so we could test and fix the problem. ******************** said he was unable to leave the truck due to his work schedule and would drop it off Monday March 13th. On Friday March 17th called saying the truck was not drivable and for us to send a tow truck. After the truck arrived to the shop we determined the transmission would have to be removed to find the problem. After the internal inspection we found the sprag assembly had failed. We explained to ******************** that the sprag assembly was inspected during the original tear down inspection but it passed the bench test. The sprag assembly was replaced and reinstalled in the truck.******************** picked up the truck on Thursday March 23rd and on Monday March 27th he called saying the transmission was doing the same thing. We offered to send a tow truck. He said no due to his work parking lot not allowing the tow truck. We asked if he could meet the tow truck driver outside the parking lot. He said no and we have not heard from him since. ******************* has transmission parts and labor warranty for 12 months or ****** miles. ** he is experiencing transmission problems please bring it back so we can fix it. Its unfortunate sometimes transmission rebuilds dont work perfect the first time. But we stand behind our warranty and will correct any transmission issue in a timely manner.  
  

  Sincerely, *****************************, General Manager

  Customer response

  04/10/2023

  Complaint: 19846550
  
  I am rejecting this response because: *************************** NEVER mentioned that he found burned clutches! That statement is entirely false. Why recommend to rebuild a transmission and it not fix the issue? Then magically say oh it was the sprag assembly a couple weeks later? At this point I feel as if ******* and his crew are fishing for the issue! I was understanding to the rebuild not working properly the first time and gave them a second chance to correct the problem yet here we are, same EXACT issue for the third time. I am still currently without my truck after paying over 7k. I can not continue to go back and forth and wait for ******* and his crew to finally figure out what the problem is when if they had done a proper diagnosis we would not be in this position. ******* stated that the reason they suggested the rebuild option and it was based solely off of what ***** said and that they were reputable. I took my truck to ******* in hopes theyd give me an honest second opinion, but that did not happen. I do not trust that they are honest even ******** response has a couple of lies in it. Is there any way I could send in recorded conversations? If so please point me in the right direction. 
  
  Regards,
  
  *****************************

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