Complaints

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:08/25/2023

  Type:Product 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/March 2022 - Transmission rebuilt - $5,200.00. We live in a different town, so very little usage on the rebuilt transmission. Car wasn't running right after picking up from the transmission shop. Had car towed from ********* to ***** (family shop), the transmission shop didn't plug in the 02 sensor, simple fix, but, we had to pay for tickets to and from to get the car back to *********. Husband called AK Transmission and the guy was super rude, said, "your calling to "dog" us on not plugging in the 02 sensor?". That's not the point... He hung up on my husband. August 2023 - Family road trip from ********* to *********. Transmission goes out, no cell service. Had to call 911 for help. Tow from ****** to ********* is $600.00. Transmission shop in ********* fixed transmission for another $2,230.00. **** from AK Transmission in ANC is "avoiding" ********* Transmission shop and also "avoiding" calling my husband back. **** said, "he can see what he can do to help". Transmission is still under warranty. Transmission shop in ********* said AK Transmission left out bolts, etc. when in rebuilt in 2022 and the exhaust was "bandaged" back together. Now we have to pay a trucker from ********* to ********* $385 to haul back to *********.... Remember we live in a different town. Cost of tickets for would be over $600 RT, not including hotel, food, etc. All this non-sense could have been avoided if AK Transmission knew/knows what they are doing. They have terrible, terrible customer service. Super RUDE. Total cost we paid: $8,400.00. NOT including tickets, hotels, meals, gas (tickets to get car from ***** back to ANC)

  Business Response

  Date: 10/13/2023

  I read complaint and stated after picking up truck. It wasnt running right.why didnt he bring it right back for us to check it out..if o2 sensor wasnt plugged in. The check engine lite would have been on and we would have rescanned it and found a o2 code and fixed it Why have it towed all the way to ***** from ********* for a o2 sensor truck still would have run just fine???? . Also we are never rude to customers and we have never hung up on anybody ever!!!! Customer called about a year later and said on the way to ********* transmission developed a leak. After talking with customer sounds like pump seal was leaking told customer to take to the nearest ATRA certified shop to get repairs done and would be covered under warranty customer had it towed to ********* . Customer called me next day and told me that there are no ARTA shops in *********. l advised him to get back to ********* with truck so as we can do repairs under warranty.he opted to get seal replaced in *********. l explained  to him that would void his warranty. He said he under stood and had them do the work anyway.. then in his complaint he said he then had it towed back to *********??? That makes no sense to me. Why didnt he tow down to ********* to get trans repairs go free..as far as so called bandage on exhaust that is a o.e. Certified repair sleeve. That was done to reconnect exhaust pipes. as far as him towing it all over the state makes no sense to me????????? We take pride in being one of the most respected honest and reputable shops in ********* for over 30 years

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20523874
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  
  As stated before, we are from ******, ** which is 400 air miles from *********, no roads in and out of Bethel. This vehicle is our ********* truck which has very little use, vehicle is driven only when we go to town every few months for a couple days. After picking up the vehicle from Alaska Transmission and Gear, it did throw a code however, I figured it may have been something else, not related to a transmission issue. So I did not want to bother the transmission shop. I looked at the vehicle myself trying to diagnose what was wrong, but, I don't have a shop in ********* to crawl under and see if anything was wrong. I didn't figure out the problem myself, we were heading back home to ****** and I didn't have enough time to diagnose the issue. My uncle owns a shop in ***** who happened to be on the road with a car hauler at the time, he offer to take it to his shop to check out the problem. My Uncle plugged in the o2 sensor, that the transmission shop failed to do. Alaska Transmission and Gear claims they are a trustworthy shop who's been running for over 30 years, they should have button up the transmission correctly in the first place. If the job was completed correctly in the first place, the vehicle obviously would have not been taken to *****. After my Uncle diagnosed the truck, telling me that the o2 sensor was off and the exhaust was "bandaged" up. I called Alaska Transmission and spoke to the "helper" and just wanted to let them know of the problem as a courtesy. But, the "helper" told me why didn't you just plug in the sensor and carry on? I then told him I shouldn't have to worry about that and he stated, "your calling to dog us?" That's when he hung up on me. 
  
  
  Road trip to *********. I DID NOT report a leak to ** Transmission and Gear. I did inform them that the transmission went out 40 miles outside of *********. The transmission completely went out, no drive, no reverse, no cell service, had to call 911 via SOS with 3 small children. Troopers patched us thru a towing company to which we had to get towed to Z-transmission in *********. Before Z-Transmission in ********* worked on the vehicle I contacted Alaska Transmission and Gear in *********, they informed me to get the truck back to *********. I informed the owner at Alaska Transmission that there was no ARTA certified shops in *********. At the time that was not an option for us, being we paid over $500 to get the vehicle towed 40 miles to ********* and figured it would have been a lot more to have the vehicle towed from ********* to ********* not knowing of a trucking company at the time. I spoke to the owner with ** Transmission and he DID NOT explain if a non ARTA company worked on the vehicle it would void the warranty. I opted to have Z-transmission repair the transmission which turned out not to be the pump seal that I didn't not even claim it was, it turned out to the rotor which completely exploded. To which Alaska Transmission installed the wrong size rotor. AK Transmission installed the wrong rotor - a 13 vein. The owner of ** Transmission even told the ********* shop a *********************************************** the first place. 
  
  By the ***** of God, my Aunt who lives in ***** was in ********* and gave ** a ride back to *********. After Z-Transmission completed the repair, I called ** Transmission letting them know the job was complete and the owner stated he'll get a hold of the ******** shop to "see what he can do to help", to which he never did get a hold of the ********* shop. We had to pay out of pocket for another transmission repair, which should of lasted more then 600 miles on the first rebuilt. 
  
  Back in Bethel after doing research. Towing Company vs. ***************** I discovered a trucking company that would take it from ******** to ********* for a lower price vs a towing company, only after the vehicle was drive able. The towing company would have charged a lot more vs a trucking company. It made more sense to have the vehicle trucked vs. purchasing tickets, hotels, gas, meals, etc. If the vehicle was towed (not trucked) from ********* to ********* it would have been way over the cost of the repairs. 
  
  In the end the truck was NOT towed all over of the state, the vehicle was trailered to ***** due to incompletion of the initial transmission job done by Alaska Transmission and Gear. The truck HAD to be towed rest of the way to ********* because Alaska Transmission installed the wrong rotor size. If Alaska Transmission and Gear installed the correct rotor size in the initial rebuilt, this whole nightmare would have been avoided. In the end we paid over $8,000 in repairs. I do believe Alaska Transmission should be responsible for the repairs done in *********. 
  
  Z-Transmission in ********* called numerous times asking the owner of Alaska Transmission and Gear to contact them "to see what they can do to help" with no call back EVER. I called and left a few messages, I  finally got a hold of the owner of Alaska Transmission he said he'll call the transmission shop in *********. He never did... 
  
  See ****** reviews of Alaska Transmission and Gear in *********. 

  Business Response

  Date: 12/06/2023

  we didnt replace pump rotor it was the factory rotor and the repair done by other shop wasnt a atra certified shop and all possible warranty work needed to come back to us having other shop do the work voids warranty

• Initial Complaint

  Date:07/06/2023

  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 had spent $3400 on a transmission rebuild with a 2 year ******* mile warranty on 3/3/2023 on 6/20/2023 transmission failed and now "Alaska Transmission and Gear" will not honor the warranty that was given to me on the rebuild purchase.they made up a story saying because there was dirt on the transmission that i must of been abusing the transmission and i have to pay out of pocket of $2200. for warranty repair. Thank you *********************

  Customer Answer

  Date: 07/07/2023

  Hi my name is ********************* , from ********* Alaska . I recently filed a complaint about Alaska transmission and gear My issue has been resolved  with Alaska transmission and gear in ********* Alaska I wanted to let you guys know 

• Initial Complaint

  Date:08/05/2022

  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.

  transmission pump went out on vehicle and repair facility refused to honor warranty. the owner **** tried to tell me it was the transfer case was the problem, but i had another source look at it and upon examination he said that the pump went out and it caused all the leaks on the transmission.even told me he refused to work on vehicle again, even when i replaced the ****** cooler.i tried to contact carshield and they even declined to pay for a 2d repair.

  Business Response

  Date: 10/12/2022

   Customer is out of warranty, and the business will not work on the truck. Customer may take it to another shop. 

  -Transcribed by a BBB staff