Complaints

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• Initial Complaint

  Date:12/01/2024

  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.

  February 2023 i had a used transmission installed in my 2012 ****** **** which would always be jumpy through gear changes and the final straw was it would not go in reverse. ***** ****** ******* **** ****. Eric was the person I spoke with (the franchisee). They had the car for a couple days and said they could not do anything for it except replace the transmission. He said it could be used or new. New was prohibitively expensive, used was thousands less. I chose used and he said he would look for one, that he deals with a particular parts junk yard out of Ottawa, He called in a day or two saying they could get one from 2008 ****** ****. It would be guaranteed for 3 months, but if i decided to change it for whatever reason I would have to pay for labour, which i believe was at least half the cost. What choice did i have? I could not afford to buy another car and could not even afford this, but i needed a car. He mentioned that someone had one replaced recently and said it's running like new. So I agreed and they installed it, apparently. I paid $3,700 for this including tax. Within a week or two it started showing the same symptoms. Within 2 months I called and brought it back for them to check out. It was very jumpy and clunked into gear, especially around 50 to 60 km/hr and upon braking down in low gear. He said that's the way it is and i could get it replaced with the labour cost. I was not about to pay more for this. I asked who would want to buy a vehicle like this, meaning is there any way i could sell it and who would want to buy it? He said, "Well, depends on the kind of person you are. You could get it replaced with another one and it would be like new, and then sell it and it's out of your hands." Right then i knew the kind of person he was! So i went home knowing i could not put any more $ into it. It never drove right. I always wondered did they actually replace it? Then before Xmas it would not reverse. Took it back, asked them to look at it. Said to them how do i know you ever actually replaced it? I have no proof. I asked if they had a receipt from the junkyard. Jordan said, no, it's all paper,, we don't keep them. What kind of business does not keep receipts or have it on their computer? I don't believe them. It has exactly the same problems as before I ever took it there almost a year ago. They have no proof they replaced it. I believe there are things they can do to the transmission to make it run "ok" for a little while and that is why is runs for a bit and then gets worse.

  Business Response

  Date: 24/01/2024

  To whom it may concern,  
  Customer dropped her vehicle off on Jan 23rd 2023.   At that time we inspected the vehicle.   At the time, there were Oxygen sensor codes, and an all-wheel drive engine control system fault.  During our road test we noted that the vehicle jumps/jerks a bit in low gear and has a gear 2-3 flare.  In reverse in jumps/jerks.   At that time, We recommended a rebuild of the transmission.  Cost was $5225+tax- this price included labour, and overhaul parts required and fluids.   The customer asked for other options, at which point we sourced a used transmission at a cost of $3223.50+tax - This price included the labour, the used transmission, fluid, an exhaust gasket, a hanger bearing and transmission filter.  We generally do not recommend used installation as it comes with a 60-day part only warranty, and you don’t know the history or longevity.  Some can be great and last a long time but there is no guarantee on that.     The customer was aware of that and requested to have the used unit installed into her vehicle.    That work was completed on Feb 3rd, 2023.    It was noted clearly on the customer RO that there was only a 60-day, parts only warranty. 

  We have no record of seeing this vehicle again until June 28th, 2023.   At that time it was determined that there should be a replacement.    The transmission would be covered, but labour would not. The customer was offered a discounted price of $1395+tax – For labour, seals, fluid and filter.   That was a discounted labour price of $345 off what was originally paid for the labour, seals, filter and fluid.   The customer declined at that time.   

  The vehicle was brought back to us on January 3rd, 2024 – The customer did call at the end of December 2023,   but we were closed the week of Dec 25-29th and then closed January 1st.   Customers complained about not being able to reverse and even in neutral not being able to push the vehicle.    We inspected the vehicle, there were 12 Fault codes in the system at this time.   one related to the transmission, 7 related to oxygen sensors, one for cold start timing, and one for 4wd engine control system fault.   When going to back the car out of the parking spot the customer parked in, the back end of the vehicle would raise up, this is a sign that something is broken/seized up in the rear brakes or rear differential.   But the transmission engaged into drive and reverse fine.    We rocked the car, and the car would then back up.    Brakes made a squeaking sound and when jacked up did not spin freely.    After driving the vehicle, it would easily move forward, reverse and we were able to push the car in neutral.    It seemed as if the rear brakes had been seized on.  After that we drove the vehicle a few more times and it always moved forwards and backwards. The Transmission would always engage into each gear when commanded by the transmission control module.   There was a continued squeak from the brakes, especially when backing up.    The customer now reports she has taken it to her mechanic, and they said the rear brakes needed to be replaced.  Which apparently has now been taken care of. 

  The Customer did ask Jordan for proof that the transmission had been done.   The customer was informed that at the time (January 2024) all of 2023 invoices and bills had been sent to the business accountants.    We do have a digital record of her Service invoice,  we don’t not have digital records of supplier invoices.  We have since obtained the original purchase invoice from the supplier and the core return (old transmission being returned to them).   The customer did not ask for old parts to be returned, if she had have she would have been charged the core charge.    We do not feel an obligation to share our supplier invoices with the customer.   However attached is a snip of the invoice showing the part purchased,  customer vin, and the date.

  As a side note, we request that all customers return 7-10 days after a transmission repair/replacement has been completed.  This is a, no cost, no appointment needed inspection to check for leaks and to discuss with the customer if there are any issues occurring.    

  A note regarding the customers note about us doing something to a transmission to make it work sometimes and not other,   there is nothing that we can do to a transmission that would cause it to work ok now, and not later, and then work ok again.       
  At this point the customer is out of warranty on the transmission and labour as well.

  Customer Answer

  Date: 12/02/2024

  Eric never advised me that I should not proceed with a used transmission instead of a rebuild.  A rebuild was going to cost a couple thousand more.  Why would I do that on a 10 year old vehicle?  It still would not be guaranteed.  In fact, he said one of his customers recently had a transmission replaced on the same model of vehicle except it was from a 2007.  He said that customer was very happy with it and that it drove like new.  So I thought okay, let’s do that then.  The part he said he sourced from a junkyard in Ottawa.  He said it was from a 2008 ****.  My vehicle is a 2012.  He told me the part would be guaranteed for 6 months, NOT 60 days.  He said the labour was not included if I would want to have it replaced in future under warranty .  If I knew it was only guaranteed for 60 days I would have brought it back to them to inspect at the first sign of trouble.  So I was not aware of the 60 day guarantee because that is not what he told me.  Within 2 or 3 weeks I noticed it started having the same symptoms as before I brought it to them.  I wanted to be sure so continued to drive it and note what the issues were.

  
  

  Would anyone really go ahead and get another used transmission and pay more high labour costs when it was not going to be guaranteed?  I think not.  Of course I wasn’t going to do that.  And he never mentioned at that time that it was not under warranty.  If Eric is saying it’s a 60 day warranty then why would he have offered to install a different one just at their labour costs in June of 2023.  That makes no sense.  I reiterate that he said the warranty on the part was for 6 months.

  
  

  When the vehicle would not go in reverse one morning I had my husband push it out of the driveway.  I was able to drive forward with it.  I called and asked if they could take a look at it.  Due to their closing for the holidays I took it to them on January 3, 2024.  They had it a couple of days and said they could put it in reverse but it seemed to seize up in the back end.  The car had been sitting in my driveway for 2 weeks so of course the brakes were not smooth until it was driven for a bit. I noticed that also.  But no matter how hard I pressed the gas it would not move in reverse, yet in drive it would.  They suggested I take it to my mechanic, which I did.

  
  

  My mechanic did say that the rear brakes would need replacement very soon.  But that has nothing to do with the transmission.  The vehicle still does not shift smoothly.  My mechanic said he couldn’t tell for certain whether it was a replacement transmission or not.  However, he did say that the fluid in the transmission was a very dark brown and that it should be red if they replaced it a year ago because they would have put new fluid in at that time, that no way should it already be dark like that just after a year.  He said even just changing the fluid now would make a world of difference.  Eric did not even offer to do anything to help make this transmission run smoother.  My mechanic said he could replace the fluid for me but it would cost about $350 and why would I do that if I am dealing with Mister Transmission?  That maybe they will offer to do that.  I explained all this to Jordan, the employee at the counter.  They made no offer to do same.

  
  

  I asked for a receipt to prove that they actually purchased this used transmission more than once by telephone and at least once in person in 2023.

  The first time they said they wouldn’t have it anymore because it’s paper.  Other times they just didn’t respond.  In this day and age you would think everything would be accounted for in their computer system.  I do not know what Eric is speaking of regarding a “core” charge or what that means.  Was I supposed to ask for my transmission back?  He says they don’t have an obligation to supply a customer with their supplier’s invoice?  If a customer requests it then it IS their obligation to supply it.  What kind of business are they running?  If I want proof then they should supply the proof.  And I could not open the snippet included in the email, so if he could resend in a format that is easily opened I would appreciate it.  I have not seen what it says.

  
  

  As a side note, no one at that business, neither Eric or any of his employees, ever requested that I return with 7 to 10 days to have the vehicle inspected for the transmission that was replaced.  If I knew that I definitely would have done so.  And no one ever called to follow up.

  
  

  I feel that I have been wronged by this business and, in particular, Eric because everything he says with regard to what I was told by him and others is inaccurate.  I cannot speak to what he is saying about the mechanical issues of my vehicle because I do not have the knowledge.  That is why when I take a vehicle to a business for repair and I expect and hope that they are honest.  

  
  

  Of course I have experienced times in the past wherein I may have not received good service or have felt “ripped off”.  I think everyone does at some time or another.  But I have never felt strongly enough about lodging a complaint until now.  I would like to resolve this.

  
  

  I do not think that the business’ response is sufficient.  I would like to have AT MINIMUM half of what I paid reimbursed to me because I still believe the transmission was not replaced as they said.  It would make me feel at least somewhat relieved and I won’t have to think about this anymore.  Thank you for taking the time to read my rebuttal.

  
  

  Sincerely,

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

  Business Response

  Date: 21/02/2024

  To Whom it may concern.

  Note that on Feb 5th 2024, we received a message from BBB that this file was closed.
  I will do a response to each paragraph
  of the customer new message.  
  
  As Noted before, our standard
  recommendation for repair like this is to rebuild the transmission.   As some customers cannot or choose not to
  spend that money on a repair,  sometimes
  a used option is a more feasible option. 
  At that point we can and will offer this as an option to the customer.
  
  My apologies from our last
  correspondence regarding the length of used part warranty., it should not have
  read 6 month, not 60 days (note: 6 months is noted on the Invoice- ******* ** ********).  
  
  As clearly stated on the Ro, it is a
  parts only warranty.   While it would
  have cost more to replace with another transmission (labour portion), we did
  offer it at a discounted rate at that time to try to help the consumer
  out.    As a side note our labour rate
  are in the lower range for St. Catharines. Again, the customer has the choice
  to pay for labour and get the part at no cost, so yes there are customers who
  do and some that do not.
  
  As per our previous response.   No fault was found with the driving of the vehicle,
  other than then something (most likely rear brakes) were locked on. 
  
  If the transmission was brand new (or rebuilt)
  the insides of the transmission would have been cleaned, the lines and cooler
  would be flushed out.    However, since
  it is a used transmission, the old fluid is drained and new fluid is put
  in.   Lines and cooler do not get flushed.  So, while new fluid is added to the system to
  bring it to fill and bring it to the correct level, there will still be old
  fluid and possible debris in the used transmission.  
  
  There is no requirement or obligation
  for us to provide any documentation to a customer on where a part was
  purchased, when it was purchased, the cost it was purchased for or any other
  details on the purchasing of parts from suppliers.   As noted previously all paper copies were
  sent to our accountants.   Until the 4th quarter of 2023 we only had paper copies of supplier invoices and did not keep
  digital copies.  A customer is entitled
  to ask for their parts back, however some suppliers charge a core charge on
  that part, that if the part is not returned to them there is an additional
  “core charge”.    *** ******* ** *** ******* ** ******** ** ***** ****** ***** ** ******** ** *** ********* ** ** **** *** ***** ** *** **** ** *********
  
  On all of our invoices, it is noted
  “Ten Day Recheck date:___________ - MGR Initials”.   When the customer returns that is to be
  filled out and signed off.    In section
  B of the warranty terms, it notes “ Have the transmission checked within 10
  days from the date of delivery for oil levels, leaks and shift pattern.  The Mister Transmission Center will do this
  for you at no charge.”  As well anytime
  the fluid is changed, transmission is removed (changed, rebuilt or used unit installed)
  we ask all customers to return for this.  
  **** ******* ** **** ** ***** ** ********* 
  
  We understand the customer is unhappy
  with her vehicle.  We feel that the
  information laid out at the beginning of the transaction, and the offer for
  discounted labour on the replacement used transmission was more than adequate.
  
  At this point the customer is out of warranty on the
  transmission and labour as well.
  If the customer was to supply or want
  to purchase a new used transmission,  we
  would still honor the discounted labour rate. 
  
  As per the letter from BBB
  on Feb. 5th, 2024, stating that the customer did not respond, and
  the file has been closed.   We are moving
  on from this concern