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:03/14/2025

  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.

  This company has sent me nothing but terrible products. I have bought two different turbos. One of them had to be warranty three or four times Ibought a transmission that was garbage had to be returned. I bought another transmission that has been taken in and out of a truck four or five times they are currently still unwilling to Fix the problem now I call and **** just hangs up on me if I call from another number, this is a work vehicle that this is impacting and causing me thousands of dollars

  

  Business Response

  Date: 04/10/2025

  Sorry for the late reply , First off i would like to apologize to *********** for the issues that he has had , this is not normal for ATS or ATS products . I waited to respond until I had confirmation from the shop that did the transmission swap for us that there were no further issues . According to the shop the leaks were corrected and the transmission is shifting and performing like it should. The vehicle was released to Mr ******** last week . *** Is working with his shop directly and paying the labor bill for the swap . All previous work that has been done *** has either refunded or paid the shop directly . At this point I believe all the issues are corrected , Again I do apologize for the issues and problems you had .
  

• Initial Complaint

  Date:09/06/2024

  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.

  I ordered a transmission by phone, told it takes 2 weeks to build and then Dino. when transmission arrived approx 3 weeks later at the address given and it was on its side with pieces of the casing broke off and fluid everywhere. I called ATS and left VM stating I refused product bc it was damage and id like a full refund. ATS called me back approx 1 hour later and refused a refund after asking multiple times and said they had one sitting there they could ship out immediately. approx a week later *** had the replacement transmission shipped to my home w/o consent and no one was there to inspect the product. upon inspection replacement transmission displays obvious wear on the torque converter pilot that does not meet **** specifications. not even close.I am requesting a refund for the product, as the issue pertains to poor craftsmanship rather than a warranty-related concern. The unused transmission remains on the pallet and requires resolution.

  

  Business Response

  Date: 09/20/2024

  ATS diesel has agreed with ********* to refund his money for the transmission and core charge when the transmission is recveived back at ATS diesel , The return authorization number is RA13930. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22249765
  
  ATS and I initially reached an agreement for a refund of both the transmission and the core, with the understanding that I would cover the shipping costs. However, *** retracted this offer after discovering my BBB complaint. They subsequently emailed me, insisting that I remove the BBB post in order for them to proceed with scheduling the pickup of the defective transmission. Additionally, they requested that I declare the claims I made in my complaint were false, which I am unwilling to do, as the details I have provided are accurate and reflect my experience with ***. If *** still wishes to retrieve their transmission and core, they are welcome to arrange for pickup at their expense, as we will no longer he covering the shippng charges.

  

  Business Response

  Date: 10/02/2024

  Customer is correct *** agreed to refund the product amount and the core charge once the transmission was received back at *** , At that point he would be refunded the Product amount , Core charge and 1/2 of the orgoinal shipping charge as per His conversation with ****** at ATS diesel . Nothing has changed on our end , our orginal agreement still stands , We have setup shipping 2 times now and have not been able to pick up the transmission . When the transmission is ready for pick up please let ATS know and we will send the freidht carrier out to pick it up , Again once the transmission is received at ATS we will process his refund . 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22249765
  
  I am rejecting this response because:

  
  Thank you for your response. I would like to clarify a few points in order to ensure an accurate account of what has transpired. While ATS states that shipping was set up twice, I can confirm that only one shipping attempt was made. During that initial attempt, we were unable to release the transmission because *** refused to send us the bill of lading until we removed our BBB post, which we have in writing(email). Despite multiple requests via email, *** did not provide the necessary bill of lading, which is why the shipper was unable to pick up the transmission during the first scheduled attempt.
  
  Furthermore, there was no second shipping attempt. The claim that two attempts were made is inaccurate. In light of the difficulties we faced, we pursued a refund through our credit card company, which was granted. We are more than willing to allow *** to retrieve the transmission at their expense. However, given the circumstances and the lack of assistance in resolving this matter, we will not be paying for shipping at this time.
  
  We remain open to ATS arranging another pickup at their expense, but as the transmission is damaged, we expect ATS to cover all costs associated with the return. We look forward to resolving this matter amicably.
  
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 10/29/2024

  , I sent Mr ****** this email below , All i need to know is when you will be avaliable so we can can get the transmission picked up and get this issue resolved . We do not control the freight companys schedule but will do our best to try and schedule a time that works best , Please let me know . There will be no charge for the shipping .

  **** Meinecke <*******************************************************************>
  Tue, Oct 22, 8:41?AM (7 days ago)
  
  
  to chrissedita1
  
  Good Morning *****
  **** here @ ATS diesel , I just wanted to reach out and see what would be a good day to pick up that transmission from you. Please let me know and I will get with ***** and make sure XPO or R&L is there on that day .
  Thank you 

   

  Customer Answer

  Date: 11/05/2024

   
  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.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/31/2023

  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.

  Transmission has no reverse and no fluid pressure. ATS Diesel told me to remove it and send it to them for repairs. This problem occurred on Dec. 26 2023 in my driveway.

  

  Business Response

  Date: 01/02/2024

  Transmission was purchased 5/12/2022  Transmission has been diaganosed and does in fact need to be replaced ,   *************** was given 2 options 1) send his unit back for repiar or 2) *** could ship a unit unfront but customer would have to pay for it upfront and when the defective unit is returned he would be refunded the amount charged to his card , This is a standard pratice industry wide,  no one will send out a high value product for no charge  . *************** did not agree to these options and began his process of slandering *** for follwoing our warranty process . . As per the *** warranty PARTS are covered under warranty  for the 5 year ******* mile warranty Labor and shipping are the customers responsibilty , We have requested the customer contact us to discuss this further multiple times via email and Phone and no repsonse , Customer needs to contact *** **********************  at ************** option 4 ASAP  the longer he waits to contact *** the longer he will be without his vehicle . 

  

  Business Response

  Date: 01/02/2024

  Transmission was purchased 5/12/2022  Transmission has been diagnosed and does in fact need to be replaced ,   *************** was given 2 options 1) send his unit back for repair or 2) *** could ship a unit upfront but customer would have to pay for it upfront and when the defective unit is returned he would be refunded the amount charged to his card , This is a standard practice industry wide,  no one will send out a high value product for no charge  . *************** did not agree to these options and began his process of slandering *** for following our warranty process . . As per the *** warranty PARTS are covered under warranty  for the 5 year ******* mile warranty Labor and shipping are the customers responsibility , We have requested the customer contact us to discuss this further multiple times via email and Phone and no response , Customer needs to contact *** **********************  at ************** option 4 ASAP  the longer he waits to contact *** the longer he will be without his vehicle . 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21074650
  
  I am rejecting this response because: I already paid for my bad transmission to be removed and replaced with the New *** transmission less than 13k miles ago. This cost was extremely high and is NOT AFFORDABLE FOR ME NOW. As my truck is a heavy duty 4x4. Est. Cost is around $4,000. The downtime of the truck will be 4-8 weeks, the risk of the truck suffering damage and theft is Great. 

  To Do business with *** Diesel, and get this transmission everyone must initial a warranty contract that basically takes away all rights for the customer to even get the warranty.  

  Yes I warn people on social media about this and I will continue to do this because EVERYONE that is in my position needs to know ALL the facts. I am prepared to share everything with anyone that asks me. My livelihood is now in Jeopardy as I have no work vehicle.  

  I was extremely confident in the *** product and as I did my research and needed a new transmission, I selected them as my builder. I needed a tough, strong, wel built transmission with a warranty,  but I was extremely confident that as I had EXTRA insurances put in at the same time such as a larger aftermarket transmission cooler and a remote spin,- on filter, that this warranty would be unnecessary Ultimately.  I was very wrong. The transmission didn't even make it to the FIRST SERVICE INTERVAL. 20K miles.  As this malfunction occurred in my driveway and I was able to get truck to my carport, I have no towing cost and the truck is safe and secure.  The transmission was not toasted and did not overheat at anytime.  It was perfect until it wasn't.  I simply shifted to reverse and it wasn't there. I  immediately called *** DIESEL for advice and guidance.  ***************** stated to me, 

  "Remove the transmission and ****************** and send it to us, we have at least a 4 week turnaround time. " 

  Or "Pay, for a new transmission on the shelf $8k dollars, and we, *** DIESEL, will ship it to you now as you remove your old one and send it in. And we will refund you later." 

  I will naturally assume that they will receive my transmission and determine how it failed, why it failed and decide on a refund.  

  As I will receive the new transmission. Flush the cooler lines,  Install it, and a new torque converter,  top up fluids,  install the transfer case, install the drive lines, install the stock 4" exhaust system,  and all the linkage and wiring.  Top up the fluid as this is not cheap, pressure check and test the transmission and test drive it as per *** protocol. Only to have the transmission FAIL AGAIN, AND DO IT AGAIN....AND AGAIN....

  *** Diesel is welcome to come to my home and see my situation and how I drive and what I am towing and talk to everyone I know about how I drive and what I am doing with my truck. ANYTIME.  

  As I see it there is NO possibility of a good outcome.  

  I know that *** DIESEL will not help me. They put it in the warranty that you are responsible for everything and they are only responsible for parts. 

  My objective and obvious desire is to get my truck running again as fast as possible.  I know this will not happen as I made a huge mistake trusting *** Diesel.  

  I  am 60 years old. I have NO LIFT for my truck and not the proper equipment or tools for this. I must take the truck to a mechanic shop. As my truck doesn't drive now, I'm left with a worthless truck and no way to work.  

  Happy new year 

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

  Customer Answer

  Date: 01/02/2024

  Hello. I really appreciate everyone's help with this matter. I am in negotiations with ATS DIESEL now for a mutually agreed path forward.  I am willing to talk with them directly.  I just need my truck fixed and driving.  Fast. ATS Diesel is requested that I cancel this arbitration to proceed forward in good faith. 

  Please cancel my request for arbitration.

  Thank you. 

  **********************;

• Initial Complaint

  Date:07/12/2023

  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 filed the original complaint last year and still have no response. Status says answered but no one has reached out to me. Here is the original complaint Roughly 3.5 years ago I purchased a transmission from ATS Diesel that came with a warranty as of now they have sent 13 transmissions that have all failed to work. After the 4th one I asked for my money back and they refused. And just kept sending transmissions that would break before I would even get my truck back from the shop it was at. The warranty manager **** is always extremely rude and now says Im out of my warranty. I really dont understand how I could be out of my warranty when they havent provided me with a transmission that actually worked. When I asked what my options were he told me to submit an email and the board would review it and get back to me so I did and got no response so I called and he said he would resubmit it. Still no response. This is ridiculous.My truck is still in the driveway with the last broken transmission sent to me by ATS. Picked it up from Coys after it was installed and didnt even make it home had to get it towed. It would be nice if i could get some kind of response.

  

  Business Response

  Date: 07/14/2023

  Good Morning 

  Your Complaint last year was responded to and never got a responce and was closed by the BBB , Menawhile during that time *************** tried to contact you multiple times and left you messages to return his call , As of today *************** has not got a responce from you . Please feel free to email him directly at *********************************** so you can set up a time to discuss the issues .

   

• Initial Complaint

  Date:05/15/2023

  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.

  I ordered a transmission in January for my Jeep. Since then they have sent me 3 transmissions that I haven't made it **************************************** stranded and had to have it towed back to the dealership 2 times now. My Jeep has been down for 6 months now. I called and asked what I would need to do to just get a refund and go to a business that would be able to provide me with a working transmission. They said they couldn't issue me a refund because the transmission had already been installed, but could not tell me how I, the consumer, am supposed to test a transmission without installing it in the vehicle.

  

  Business Response

  Date: 05/26/2023

  I apologize for the ***** , I have reviewd  *************** file and he had many issues  . We generally do not due refunds on installed products but with this casewe can do a refund for *************** . In order for this to happen i will need al of our products back in order to refund . We wil find a good transmission core to send back to *************** sometime next week . The refund will be the excat dollar amount minus the core charge *************** paid ATS originally in the amount of $3817.12

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20061683
  
  I am rejecting this response because: It doesn't reimburse for the 2 times I had to have a junk transmission pulled and 2 times I had a junk transmission installed. Also, doesn't account for both tow bills or me being without a vehicle for 6 months 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/13/2023

  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.

  i order a transmission package o 12/22/22 and they told me 4-6 wks and **** the sales man gave me a date 2/20/23. here i am spend money on a rental to ***** a ****lb machine and tools to work. i call **** last week and the week before. he tells me his going to check on it and he will call me back but he and im still waiting for his call for the third time. i just need my money back so ican fix my working truck

  

  Business Response

  Date: 03/13/2023

  Good Morning 

   

  We Spoke with *********** this morning  and let him know that his order was completed on friday and will be  ready to ship today 3/13/23 , Customer was happy . 

  Customer Answer

  Date: 03/14/2023

   
  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. ats disiel call me monday at noon not friday and yes they did say they were going to send it that day monday but its still not here and i don't know what or if they send it 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/28/2022

  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.

  Roughly 3.5 years ago I purchased a transmission from ATS Diesel that came with a warranty as of now they have sent 13 transmissions that have all failed to work. After the 4th one I asked for my money back and they refused. And just kept sending transmissions that would break before I would even get my truck back from the shop it was at. The warranty manager **** is always extremely rude and now says Im out of my warranty. I really dont understand how I could be out of my warranty when they havent provided me with a transmission that actually worked. When I asked what my options were he told me to submit an email and the board would review it and get back to me so I did and got no response so I called and he said he would resubmit it. Still no response. This is ridiculous.

  

  Business Response

  Date: 09/08/2022

  This has been forwarded to the owner , He will be reaching out shortly to Mr ***********