Complaints

This profile includes complaints for Advanced Transmission Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Transmission Center

  3686 W 72nd Ave Westminster, CO 80030-5202

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  Advanced Transmission Center

  1194 S Pierce St Denver, CO 80232-5634

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:08/02/2024

  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.

  My boyfriend (***********************) and I had a transmission rebuilt and a transfer case resealed on 12/12/2023. When we got them back it didn't appear there was anything done to them. They were dirty and caked with dirt and grease just as if we had removed them. We called *** and he said we'd have to load them up and bring them back down so they could show us what was done to them. In our experience resealing a transfer case means that new seals would be used. After receiving it back we could tell the old seals were still on it, you could see that they were worn and torn. After installing it the transmission slipped when in part. We drove it and it still felt like it was going out like it had prior to us taking it in. We continued to drive it as we had business. We would have problems with it slipping out of gear. In June while I was driving it, it would not automatically downshift out of 1st gear. I had it towed back and was told we'd have to pay to have it taken out and looked at and reinstalled. I asked if it was something they had done would they not cover it and was told not. We'd still have to pay for it. He called and said we had installed it incorrectly and the gears weren't lined up right and it would not be covered under warranty. We had it towed to a different transmission place to have looked at and fixed. The owner told us that they did not do anything to the transmission and the damage did not occur from anything we had done. If was simply wear and tear from years of use. He could tell by the damage on the inside of the transmission that the parts were not new and the damage was not cause by being installed incorrectly. We do have pictures of the inside of the transmission to demonstrate this as well as the pictures of the transmission and transfer after we received them back still dirty.

  Business Response

  Date: 08/07/2024

  On 12/20/23, ******************** brought us a transmission and a transfer case out of his vehicle and asked us to give him an estimate for rebuilding and resealing.  In speaking to ******************** and developing an estimate, he asked us to get him the best possible price on the repairs.  We discussed that it would be possible to perform a bare bones repair that would replace only those items that were damaged and not the full rebuild that we would normally go through.  This would come with a 12 month / ****** mile warranty instead of our regular 24 month / ****** mile warranty.  ******************** agreed and we completed repairs.

  Our warranty on carry-in items makes it clear that we do not cover damage done when the customer attempts to install the unit themselves.  It also lets them know that if the vehicle is brought to us later, we will charge to remove and reinstall the transmission since the customer was not charged this to begin with (since they handled the labor themselves).  ******************** brought the vehicle back to us last month and stated he was having trouble with the unit.  We removed the transmission and determined that the pump had been damaged due to improper installation of the torque converter.  Operating the vehicle with the pump damaged caused an overheating condition which did further damage to the transmission.  As we had discussed, we developed an estimate for repairs to fix the parts damage caused by the improper installation.  The customer declined further repairs and decided to have the vehicle towed out of our facility.  Even though our warranty states that we will charge labor (approx. $1,000)  to remove the transmission and go through it again, we chose to waive these charges since the customer was not happy with the outcome.

  Following this, ******************** made several phone calls to our shop and spoke with the facility manager.  During these calls, ******************** was verbally abusive and would not stop name-calling and using profanity.  In these cases, our employee hung up when the customer would not engage in anything resembling a normal conversation.  In addition, ******************** left several voicemails that were also profanity-laden and abusive.

  The customer received a bare bones repair at his request in order to save money.  This meant that a number of parts that were determined to still be functional were reused, and only the damaged parts were replaced in order to keep costs down.  The customer damaged the ********************** during reinstallation and brought the vehicle to us for assistance.  We did not perform the removal or reinstallation the first time, so we would charge for doing so when the vehicle was brought to us.  We determined that the transmission had damage due to improper installation and gave the customer an estimate for repairs.  He chose to take the vehicle elsewhere, and we decided to waive labor fees that were agreed upon when the vehicle was brought to us.  

  We have made every effort to be fair in this situation but do not feel that we owe ******************** anything more than we have provided.  Because we recognize that he was dissatisfied with the outcome, we chose not to charge anything further even though both parties agreed to such when the vehicle was brought to us.  Further, we treat customers with respect and would expect that our customers would return the courtesy.  The customer in this case has been hostile, abusive, and would not engage in anything resembling a professional conversation.  We appreciate that it is unfortunate that the customer damaged the ********************** during install and that further charges would come as a result, but do not in any way believe that our employees will be verbally abused when trying to resolve issues with the customer.

  We would be happy to provide any further documentation requested in regards to this situation.