Complaints

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• Initial Complaint

  Date:12/01/2022

  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.

  Hi, I shipped a transmission to jacks, who claimed to have recieved it on 6/16/22. Via email I told them the issues and that I had bought and replaced a few major components. these components were serialized buy seller..On 8/4, after not hearing from them for over 6 weeks, I emailed them ask when my Trans would be serviced. Less than 1 hr later I recieved an updated estimate claiming parts I had replaced were stripped and other things were broken and "if we get approval today, tech can have it done and tested by tomorrow." This estimate was about 2k more than original. I informed them that they must have the wrong Trans for this and that reason, there response was essentially "how could you know that.. typically you have to tear down the trans completely", (i told them it had been, some internal lack of communication??) I had to send them multiple pictures that luckily I had. At this point they conceded and claimed to have recieved the wrong tear down notes.. they sent a lesser updated estimate but at this point I had already decided I was not giving these people any amount of money and asked them for a return estimate, which I also had to fight them about. The one day turn around became 19 days to ship my Trans back.. but I did not get it back. I received a spray painted trans with the ** stickers removed. The serialized parts I had replaced were different, the synchros are a different material, plastic components are old and tainted, and the torque damper, a **** dollar part itself, was replaced with one that belongs at a scrap yard. I have documentation for this, serial # are clearly different. They were nice enough to put new filters in it tho, lol. I've tried contacting them twice, literally got an "out of office" email. An attorney recommended I start here to try to resolve.I just hope trans wasn't lost in shipping an they're collecting the insurance claim them self. fact is, anyone else would have fallen for w/e scam is going on and blindly paid them.

  Business Response

  Date: 12/12/2022

  **************** contacted Jacks Transmissions in March 2022,stating he was having problems with his trans. Based on the symptoms provided, an estimate was put together and emailed over. 3 months later, the trans was shipped to our repair facility. Per an email sent by ****************, his issues with the trans were:
  
  "
  -trans broke taking off at a light.
  -NOT a hard launch, but broke right as the clutches engaged.Made a real nice "tink"
  -no gears at all, light grinding noise in both drive and reverse
  -no CEL
  -Park pin clicks like a mf if you don't go to neutral and let the trans slow before park.
  I have a feeling 1st gear broke or a bearing let go
  No check engine light or codes found, even after letting it run for a while.
  Car is 100% stock with about 135k miles.
  "
  
  The trans sat in the work queue until Aug. After which, the trans was disassembled, cleaned, and inspected. The tech found several failures in the trans, to include:
  
  Worn Clutches
  2-4 Shift Fork Magnet was loose
  Valve Body was plugged up with debris
  Broken Springs in the Damper Assembly
  Old Revision Synchros
  Dirty Filters (Int / Ext)
  
  These are all very common problems with this particular type of transmission. The repair estimate was then updated, to reflect additional services needed to get the trans back to 100%. While service writer was relaying this information to ****************, the technician began the repair procedures. The next day **************** declined the repair work and asked to have the transmission shipped back to him. The trans was then assembled using revised synchros, new filters, seals, and a new damper cover / front seal. The labor and parts put into the trans were NOT billed to ***************. The trans was then prepped for outbound freight shipping.
  
  We are unsure of where the fantasy of an insurance claim came from, but this is obviously false. The transmission **************** shipped to Jacks Transmissions is the same trans that was then shipped back to him;albeit cleaner and with a few new parts.