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:10/16/2023

  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.

  I am a member of Car Shield ( administered by Auto Shield) and *********** LLC (Aamco) was recommended by them to service my 2018 Caravan when it began to have transmission problems. I contacted them and it took approximately four weeks for them to complete the work, ************ came with an 18 month/18,000 mile warranty. This was repair order J010604, 12/01/2022. In January 2023, I began to experience further problems with my van and took it back to ***********. I was told that it needed the motor mounts to be replaced. This was invoice *******, 02/24/2023. I would have assumed that the motor mounts would have been visible when they had to replace the transmission. *********** LLC did not acknowledge any responsibility for the motor mounts. The next invoice ******* was dated 06/22/2023. On a family trip the van lost power while driving and the battery light came on. I again took it to *********** LLC. They stated that the power steering return line was replaced and showed the charges for that service. ***********************, of *********** LLC, later stated that he could not find a replacement hose anywhere and had only taped the hose and put a clamp on it. Present day, the transmission began to have problems again. I contacted Car Shield and Auto Shield and requested to take my van to a different repair shop because I did not have any confidence in *********** LL (Aamco). I was told by Car Shield/Auto Shield that they would not authorize the use of another company to service the transmission. On September 26, I took my van back to *********** LL and explained my concerns regarding getting the repair done based on my previous experiences with them. I've called them and the last thing I was told by *********************** is that he has driven my van over 107 miles in the effort to diagnose the problem (no diagnostic machines). Auto Shield won't authorize reimbursement for a rental car because they haven't been notified. My van remains unrepaired and I have no transportation.

  Business Response

  Date: 11/06/2023

   

  We pride ourselves in completing repairs in a timely manner which is in our best interest as well as our customer's.

  However this repair required parts that were out of stock due to shortage.  It is expected that there will be delays in the process of repairs  whenever  third parties are involved such as Extended warranty companies etc..

  In the case of the motor mounts, they may appear fine on the outside but be broken or worn out on th inside.  There is no way to know when the failure may or may not occurr.

  Power steering cooler return line was replaced with a new line in order to fix the leak.

  After multiple test drives we concluded that the light whinning noise could be originating from the transmission.  We told the customer that we would be removing the transmission to inspect internally and repair as needed.

  Customer chose to pick up his vehicle at that point.  

  We always stand behind our warranties and will continue to do so in the future.  ***************************** is welcome to make an appointment to drop his vehicle anytime he chooses.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20736003
  
  I am rejecting this response because: 1. I was told that a new transmission was installed, it was not. 2. My front end, joints and bushings were contaminated from transmission fluid all over the bottom of my van due to a leaky transmission line. 3. I was told that a new factory power steering hose was installed, it was not. The invoice showed charges for a new hose and I was never informed about the inability to find a new hose. I had to discover this for myself. My van sat on their lot for 3 weeks before I heard from them. I called 4 days later and still no claim. So I went and retrieved my van and carried it to another shop under the advice of Car Shield and who they recommended. For whatever reason American Shield stopped that process. Now I am stating that Aamco (******) has not been fair neither is he telling the situation the way it really is. I am very disappointed in how everything was handled and how I was treated. I still wonder why a professional company would drive a vehicle over 100 miles to try to diagnose a problem and not use a diagnostic machine. Last week I reached out to ******; I have yet to hear from him.

  
  Sincerely,
  
  *************************

   

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  November 2021 $3500 Transmission was never fixed to be fixed ************* they refuse to fix or refund me for a service they never fulfilled. Dispute financial. ******************************Credit Union .I have receipts and letters they refuse to help or fix the issue unless i pay even more money when I have a warranty agreement.