Complaints

This profile includes complaints for Engine & Transmission Exchange Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Engine & Transmission Exchange Inc.

  2727 S 27th St Milwaukee, WI 53215-3601

  
• 

  Engine & Transmission Exchange Inc.

  1604 S West Ave Waukesha, WI 53189-7434

  

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:04/23/2025

  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 first contact Engine Transmission and Exchange in early December 2024. They convinced me and diagnosed my Jeep to have a failing transmission which was causing the poor shifting and jerking while driving the vehicle. They assured me that this would fix my problem and said it comes with a 3 year warranty that would cover me. After the first repair with a transmission replacement it did not fix the problem. They then had me bring it back and forth multiple times costing me time and more money in *****. A few of the times it seemed like they didnt know what was the problem and I would just get it back saying drive it more it needs to learn how to shift. I gave them the best of the doubt and continued to drive it under their instructions. It didnt resolve the problem. Then they said they would try another transmission replacement. They went ahead and did that and returned the car to me. Problems still were very apparent shifting traveling on the highway. I brought it back again for them to look at it where they then replaced the Transmission Control Module. This turned out to not be the problem either another trip with no success. They continued to say keep driving it it needs to learn how to go thru the gears. I kept driving it still broken thinking that it was safe and just rough shifting and I was going to just deal with it. Until a few days ago where the Jeep was on the hwy and couldnt shift gears and all of the sudden it didnt get back into gear the car all of the sudden shut down. I was almost killed by a semi truck. I am beyond upset after having a near life ending incident due to this business interaction. I want a resolution and a refund here for not getting any resolution to my original problem. I am in contact with a lawyer and will be taking legal action if not resolved. Ive given this shop more than enough chances to make it right. Any more information needed please contact me. Worst business interaction I have ever experienced.

  

  Business Response

  Date: 04/24/2025

  Engine and Transmission Exchange did install a remanufactured transmission in ********************** on 12/17/2024.  The original transmission had internal slippage and flare shifting. The vehicle was returned to our shop on 12/31/2024 with a complaint of jerk shift at higher speeds. We drove the vehicle repeatedly for a few days and did not feel any issues or concern.  On 2-1-2025 the vehicle was returned for a slip type feeling.  We did an electrical reset of the transmission and it drove fine.  We did explain that this transmission has an adaptive transmission. That means that the more it's driven the better it should become.  Worked normal for ETE.  2/5/2025 Mr. *********** came in stating that at times the vehicle seemed to slip.  At that point we replaced the transmission completely and installed a new external controller at no cost.  We drove the vehicle extensively (over 120 miles) and it worked normal.

  On Monday 4/21/2025. Mr. *********** spoke with me, ***** *******, by phone regarding an incident he experienced while driving. He stated that while driving on the freeway the Jeep "shut off", he lost power steering and pulled to the side of the road, He also stated that he was depressing the accelerator pedal and there was no engine response.  He was able to restart the vehicle again and drive .  I asked him to bring the Jeep in so we could scan and scope diagnose the issue at no cost.  I also explained that the stalling issue would normally be an engine related problem not a transmission issue. During that conversation Mr. *********** also spoke about his overall frustration with this Jeep in general and possibly selling the vehicle.  I said before he does anything I would like to check the vehicle again.  There are many updates and ***'s regarding Jeeps from *********. These updates and recalls should be done at a Jeep dealer.  

  Inclosing, ETE would like to see the vehicle 1 more time regarding why the vehicle shut down while driving. With that information we can make further decisions regarding this Jeep.

  Please call ***** ******* VP Retail locations directly at ************.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  0n 2/17/25 I had my '04 Grand Cherokee towed to **** ************ ***************************************. Told I needed a new transmission. They got it from Engine Transmission Exchange with a three yr warranty. I had to get a rental from Enterprise while waiting. On 02/26/25 I paid $5490 for the new Trans. It failed immediately. Had to keep the rental. Got a second Trans installed by 3/4/25. That one lasted a week. One 03/12/25 got it back to ************* where for two weeks the kept doing diagnostic checks while consulting with Engine Transmission Exchange. Put in new solenoid pack. On 03/26/25 test drive trans still failed. I have over $2000 in rental bills. I want a refund for both the trans and the car rentals.

  Customer Answer

  Date: 04/10/2025

  On Thu, Apr 10, 2025 at 10:54 AM <*******************************> wrote:
  I have been re-imbursed in full and no longer have a complaint against either business. 

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  3 transmission replacements within 3 years and 3 months On April of 2021 our mechanic purchased a transmission from this company - who’s slogan states “Like New only Better” - we purchased with confidence knowing the transmission came with a 3 year warranty and quite honestly - how typical is it for a transmission to go out in a vehicle again in the forseeable future. The company appeared confident in their product and willing to stand behind it. Fast forward to June of 2023- we broke down along the highway and were left to sit with small children due to the transmission going out. We had to pay for a tow truck to haul our vehicle to the repair shop - again needed the transmission replaced. Spent three weeks without a vehicle but it was fixed. You would assume it was a fluke and have no worries - fast forward to a year later - June of 2024 and I’m broke down again - have to get my vehicle hauled to the shop and need a third transmission replacement. This is 3 times in 3 years and 3 months that this “like new only better” transmission has gone out. The advertisement and slogan is not accurate as most people don’t go through 3 transmissions within 3 years and 3 months of installation. I’m not asking for a free replacement as it is 3 months out of warranty - but I feel that some sort of adjustment in order to show that is not the quality of their product would be appreciated. My vehicle is a 2015 that does mostly travel within the city limits with a few occasional trips within 2 hours for small trips throughout the year - there is not a lot of hard use or reason for something like this to happen and put myself and my family with three children without a vehicle that frequently in such a short time. I would warn any customer to look elsewhere when needing a replacement unless you want stranded in the same situation on multiple occasions.

  Customer Answer

  Date: 07/11/2024

  **** from ETE Reman was extremely helpful and went above and beyond to make sure our family was taken care of. Not only was she prompt and helpful, her kindness demonstrated that she truly cares about the customers and the quality of product that her company provides. Her willingness to help and the companies willingness to stand behind their product shows that they care and that they stand behind their slogan of Like New - only better! Thank you for your customer service and willingness to show that you care about the quality of product that you offer and the customers you service. Customers like my family can purchase with confidence that they are a priority to this business and the product they work hard to provide. Thank you again for your help and understanding of wanting to make sure your customers are heard, valued and have reliable transportation on the road. 
  

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have had multiple faulty ETE transmissions in 3 years for the same vehicle; not a single one has even lasted the warranty period. The first replacement transmission was in 4/2021, the second one in 3/2023. These continued repairs have caused me to miss months' worth of work due to ETE's repeated faulty transmissions and thousands of dollars in repairs. I have attempted to work directly with ETE for several weeks without success. ETE tells me the transmission overheated, here is their exact response "Street Smart technician recommended an external cooler be installed and bypass the radiator. In discussing with the technician from the claim in March of 2023 it appears that an external cooler was installed however it was ran through the radiator rather than bypassing it. The failure to route external cooler as recommended has been determined as the cause of the overheating issue." I responded "As you stated above, on 4/20/2021 the tech "recommended" an external cooler be installed and bypass the radiator, it was not "required". This was merely a suggestion by the tech; if it were "required" that should have been stated. We are getting into a he said/she situation here which I refuse to entertain. You are leading me to believe that you have done me a favor by granting the warranty by replacing it with a faulty transmission over and over again." Because ETE warranty only covers the transmission and $50 per hour for labor I paid $2,313.14 on 3/30/23. To date ETE is offering only 2 options; Reimburse me $2,789.25, or have my vehicle towed again over an hour away to a repair shop of their choice to properly diagnose and replace or repair the transmission one last time at no additional cost to you - costs unrelated to the direct replacement of the transmission will be left for you to cover (this is over $2k alone!) and no warranty. Next steps I will pursue this in court to recover missed wages, atty **** and reimbursement for all of the faulty transmissions plus a new one.

  

  Business Response

  Date: 01/02/2024

  1-2-2024

  The position of ETEreman remains as follows:    Customer is nearly 7 months out of warranty.   From this point I have attempted to work with the customer to either move the vehicle (at our expense) to a transmission shop, or take an agreed amount as described here:
  
  We will also reimburse for the full cost of the transmission R&R (******) from 3/2023, as well as the labor for the radiator and cooler (******), minus the amount already paid of $315.00. This will be a payout direct to you in the amount of $896.25. 
  
  The prorated amount of $1143.00 will be credited to you to offset the transmission cost. We will allow you to keep the unit you have in your possession as a core rather than require it back to process the prorated refund. This core has a value of $750.00. 
  
  This total value equals 2789.25. 
  
  The customer refuses to converse or negotiate from his original email seen here. This option is far and beyond what any company or manufacturer would offer including ******* This transmission was purchased from an online seller named StreetSmart with StreetSmart Warranty which is attached. 

  Customer Answer

  Date: 01/04/2024

  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.  For your reference, details of the offer I reviewed appear below.
  I have not received a response from ETE and this is not satisfactory to resolve this complaint.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/08/2024

  1-8-2024

  1-2-2024
  ETE has made a very good faith offer on solving this issue.   

  The position of ETEreman remains as follows:    Customer is nearly 7 months out of warranty.   From this point I have attempted to work with the customer to either move the vehicle (at our expense) to a transmission shop, or take an agreed amount as described here:
  
  We will also reimburse for the full cost of the transmission R&R (******) from 3/2023, as well as the labor for the radiator and cooler (******), minus the amount already paid of $315.00. This will be a payout direct to you in the amount of $896.25. 
  
  The prorated amount of $1143.00 will be credited to you to offset the transmission cost. We will allow you to keep the unit you have in your possession as a core rather than require it back to process the prorated refund. This core has a value of $750.00. 
  
  This total value equals 2789.25. 
  
  The customer refuses to converse or negotiate from his original email seen here. This option is far and beyond what any company or manufacturer would offer including ******* This transmission was purchased from an online seller named StreetSmart with StreetSmart Warranty which is attached. 

   

   

  Customer Answer

  Date: 01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided the check is made payable to ************** who is in possession of my vehicle and they will be doing the repairs. I don't care if the check is mailed directly to ************** or sent to me at ******************************************************, but again the check should be made payable to **************.
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 02/10/2024

  Yes, we have received the check. 

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/22/2023

  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.

  On Saturday 2/4/2023 we took our 2016 ****** Legacy to Engine and Transmission Exchange for a noise coming from the transmission when accelerating. They said transmission was bad, and they could install a low mileage transmission (around 40'000 miles used) for $5650.00 plus tax. After a couple weeks, they called that it was finished. I picked up the vehicle and within about a mile I called and spoke to ***** and said that the vehicle felt and sounded like something was wrong with it. He informed me that they took the vehicle on a test drive and it ran great, and said there is no issue. I told him that it just did not feel correct and that maybe I should bring it back to be looked at. He said that I should drive it for a couple days and I would be able to see that it is fine and to give them a call back Friday if I wanted. Within 11 miles from Engine & Transmission Exchange while driving 45 miles an hour, the transmission and all four tires locked up without warning putting me into a skid and throwing me forward quickly and causing the car to stop in mid lane with part of the rear end over in next lane on a **************. My wife who was behind me had to lock up her brakes as well as several vehicles behind her because of no warning that the vehicle came to a **********. I tried to move the vehicle out of lanes of traffic, but it was completely locked up. I then called the police department to help divert traffic. I called Engine and Transmission Exchange and explained what happened, they called a tow truck and it said would take 45 minutes, and they would be closed when the vehicle is dropped back off so I would need to find a ride. I had to call trying to get updates, i'm always routed to ***** the ** of company and get no good customer service. I have asked to have the vehicle checked over by a ****** service shop for any additional damage from sudden stop, but am told he will not agree to that and they will replace the transmission again as soon as possible.

  

  Business Response

  Date: 02/27/2023

  Dear Better Business Bureau,

   

  This letter is in response to a complaint by **********************  I completely understand the concerns regarding ******************** *******   Engine and Transmission Exchange did install a used transmission in their ******* After we installed and test drove their ****** the Watter's picked up the vehicle.  On the way home that transmission seemed to have failed in an unfortunate and frightening manner. As soon as we were called we dispatched a tow truck from ******************* to bring the vehicle in.  Another replacement was ordered.  That transmission was should have been delivered to our shop Feb. 23 or 24th.  Due to the snow storm the trucking company did not make the delivery.  We are hoping to get the replacement unit today , Feb. 27th.  As soon as the unit arrives we will install it and test the car multiple times. I , *************************, VP Retail Sales, will check it myself after the installation.   If ******************** would like  to take the vehicle to a ****** dealer of his choice afterwards we understand.  If ****** finds any fault in our installation we will refund any diagnostic charges.  We have been in constant contact with ******************** by phone and text regarding his service.  We have offered a free loaner vehicle to use multiple times, he has declined.  Once again we apologize for this very unfortunate set of circumstances.  Please feel free to call me any time.

   

  Sincerely

  *************************

  VP Retail Sores   ETE

  ************

  Customer Answer

  Date: 02/27/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  It is unfortunate, as you can see in his response as well as his title, *************************, VP Retail Sales only  knows how to handle customers on a sales man level. He states that he completely understands the concerns regarding the ******* but has given me the "sales pitch" every time I stated a concern about the possibility that other damage could have occurred from the abrupt stop of the vehicle and request that the vehicle be looked at from a certified ************** shop. Even in his response to BBB, *************************, VP Retail Sales ****** ********* finds any fault in our installation we will refund any diagnostic charges, nothing about covering damage that occurred to vehicle if found. Like I stated in my complaint, I called and said that something was wrong, but was dismissed. They did dispatch a tow truck once transmission and wheels locked up, but also was told I would need to find a ride home when vehicle was returned, why not give me this so called loaner car then? As far as reaching out and contacting me in regards to resolving issue, I was the one that had to reach out to Engine and Transmission Exchange at the end of the next business day to inquire what the status was of the vehicle. I also reached out several other times, only to get excuses related to the weather and told that they will not have the car inspected because "I won't be able to get the car in due to dealers being over booked and Engine and Transmission Exchange has better technicians. I want this vehicle inspected by an authorized Subaru technician, and any related damage found to be from the lock up of transmission and wheels be repaired and paid for by Engine and Transmission Exchange.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 02/28/2023

  The vehicle is done and ready to pick up.  The installing technician checked the vehicle, our ASE Master Technician then checked the vehicle.  After those checks were complete, multiple test drives were done to verify that the car performs without issue.  We have been in constant contact with *********  Sending pictures of the process, by recorded texts and multiple phone messages as the repair process was in progress.  We were delayed a couple additional days due to the snowstorm that occurred last week.  The trucking company from **************** was not dispatching delivery vehicles. We made **** aware of this through multiple channels.  It is very unfortunate, and we are sorry that we installed a used part that failed. This is why we offer an excellent warranty on used parts and labor.   We worked very quickly to order a replacement.  We offered a FREE loaner vehicle to **** every time we spoke.  We could not tow a loaner to the scene when his car was picked up. The tow truck is dispatched while they are on the road in service. Also, paperwork needs to be filled out at our shop for the loaner vehicle.  **** can take his vehicle to any dealer of his choice.  We will pay for the diagnostics if anything is found to be wrong with what we have done.  It is very unreasonable to think that we or any other shop would provide an open checkbook for repairs without knowing the cost to a different shop. 

  Sincerely ************************* VP Retail Stores.  ************

  Customer Answer

  Date: 03/01/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 03/01/2023

  If ***** is confident that nothing is wrong with the vehicle he would have no concerns with an authorized ****** dealership checking the car over and covering any expenses related to any damage that *** have occurred when transmission locked up. I have no confidence in the fact that the same Technician who drove the vehicle last time it was repaired says it is great, when after I drove it a mile I could tell something was not correct. ***** did send me pictures of the transmission and axles only after I expressed my concerns and would no longer take his sales calls. I understand that parts can fail, it was only after talking to ***** that I became more weary about the malfunction of the transmission and possibility that other things could be wrong due to his play on words and facts not being accurate on certain details. As far as offering me a free loaner car when I just paid him almost $6000.00, and my vehicle failed, he believes that is taking care of your customer. Initially when he offered me the use of a Camry for a loaner car, he checked on its availability and them told me the alternator went out, sorry. I am the only man of integrity in this encounter, most people would have stopped payment until job was done per their satisfaction, I did not. This issue has cost me more money then if I would have put a refurbished transmission in, but more so has taught me that there are a lot of low class businesses who really don't care about the type of service they provide and what cost there is to others. ***** and I talked tonight, and he said he will not change his position on having the car looked at and "it is my car and I need to pick it up". I will pick the car today and have it checked on my own to ensure that it is safe for my family to be in, or anyone else if I decide to sell it now because that is what is important to me and not to Engine and Transmission Exchange ****