Complaints

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• Initial Complaint

  Date:05/25/2025

  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.

  Titan charged me $480 to drain and refill transmission fluid from 2012 ****** Murano but did not fix issue with transmission

  

  Business Response

  Date: 06/19/2025

  Response to BBB Complaint Titan Auto Tech
  To Whom It May Concern,
  Thank you for the opportunity to respond to Mr. **** *********** complaint regarding the service provided to his 2012 ****** Murano at Titan Auto Tech.
  
  Summary of Service Rendered
  On April 29, 2025, Mr. ********** brought his vehicle in with a concern regarding its Continuously Variable Transmission (***). Our Service Advisor recommended beginning with a *** fluid and filter service as a non-invasive and cost-effective first step prior to any extensive diagnosis or teardown, which can be significantly more expensive and intrusive. Mr. ********** agreed to this service and provided verbal in-person authorization for the work at 4:56 PM on the same day. He was informed that this may or may not resolve the issue, which is a standard and common diagnostic approach for ***-related concerns.
  The invoice (RO #****) shows that the *************************** was performed correctly using manufacturer-specified full synthetic *** fluid and BG additives. The total charge was $546.64, which included parts, labor, and consumables. The invoice reflects that payment was made in full by Mr. ********** via credit card, and no dispute or concern about the charges or service was raised at that time.
  
  Post-Service Assessment
  Following the service, a road test was performed and documented. During the test drive, our technician noted a whining sound during heavy acceleration and lateral loads, consistent with internal *** transmission failure, not a fluid quality or level issue. The service notes clearly state:
  After performing *** fluid exchange a test drive was performed... At this time, it is likely the *** is failing internally. Recommend removing and replacing *** transmission.
  This recommendation was based on thorough inspection and real-time performance observation.
  
  Customer Communication & Service Philosophy
  We would like to respectfully note that Mr. ********** did not bring any concerns to our attention prior to filing this BBB complaint. At Titan Auto Tech, we pride ourselves on being highly customer service focused, and we always welcome open communication from our clients. Our goal is to resolve concerns directly, promptly, and thoroughly whenever they arise.
  We encourage customers to reach out with any dissatisfaction, so we have the opportunity to address and resolve it directly that is how we maintain long-standing trust and deliver excellent service.
  
  Ongoing Relationship
  Mr. ********** has continued to do business with us after this service. In fact, his second vehicle was in our shop for service as of June 19, 2025, suggesting his continued confidence in our team and approach. There were no prior billing disputes or service complaints submitted to us concerning this repair or any others until this BBB claim.
  
  Conclusion
  We understand the frustration that can come from transmission issues, especially when a fluid service does not resolve the underlying concern. However, our team followed standard automotive practices, obtained informed authorization, performed the approved work, and documented findings clearly and accurately. There is no evidence of wrongdoing, misrepresentation, or unauthorized charges.
  We stand by our commitment to professional service and invite Mr. ********** to contact us directly if he has any unresolved questions or concerns. We are here to help, and always strive to go above and beyond for our clients.
  Sincerely,
  ***** ******
  Owner, Titan Auto Tech
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  **************
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