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:04/17/2025

  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.

  I ordered a radio for my car about 2 months ago and nothing i have the receipt i just want my money he keeps giving merchantdise that’s no good like amps that are not powerful enough for my system i come 5 6 times in a week i spend a lot of in that and im very unhappy with way im treated i want my money back for my radio and treated fairly and right i spent almost half of my inheritance money on them and very unsatisfied

  Business Response

  Date: 05/02/2025

  Regarding the complaint filed against us by ***** ******,the radio was only a deposit and also the disputed amount of $1300 is incorrect. The total of $1200 was for parts and labor, a wolf box front and rear view camera digital recorder, and a ********* speaker that was for sale on our shelf not for a vehicle application. He has stated he was unhappy with the vehicle, which was an **** ** that had been completely wired by another shop(unknown to us) that had constant issues after. Every vehicle that was started and finished here had zero issues.
  The radio had only a deposit of $620 total out of the entire balance, the remainder was for the other items on the receipt. ***** was also told that the audio system has its limits, but he kept trying to pass the system's limits causing multiple issues.
  We have been in the audio and electronics business for over 30+ years with multiple certifications and installers on our team. The said **** ** was problematic after the other repair facility installed the system, and we went out of our way to try multiple setups and not charge him to keep our customer and his best interest in mind. ***** also stated when he called us around the time the complaint was issued 'forget the radio and keep the money i'll take my business elsewhere.”
  
  

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****** I want my refund for my radio I had already paid for the ******* camera and everything else it’s on camera and my cousin was with me and the receipt for everything I went somewhere to else to put my system in my Audi because I lived close by the place I went from East Hartford almost everyday to ask about the radio and got the run around I spent time gas and money they are very highly qualified and do good work normally I known the owner for 20 years never did me wrong till now I asked if he can rewire my Audi many times I would pay for it instead he put a crossover and kept it moving i just want my refund back my cousin went over there with the receipt to get my refund and he told my cousin he wasn’t because I told the better business bureau on him i just want my $1200 back he did try his best to help with my Audi I’ll give him that one but was giving me the run around with radio 

  Business Response

  Date: 05/06/2025

  ***** ******'s invoice was itemzed on one receipt, as a shop policy we do not offer refunds on special orders as well as other shops having the same policys regarding situations like this one. ***** stated he no longer wanted the money in return on a phone call to our shop phone number. The said radio was ordered from China, and had a long ship date due to it being sent overseas, and it was a special request radio, so it takes time for delivery. Reviewing our invoices the radio only had a deposit of $620, and it was not paid in full. 

  Customer Answer

  Date: 05/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****** really unprofessional not giving me my refund after the receipt said paid I see that’s how you treat not only a person the known you for 2 decades but to your customers aswell bring up policies you never even told me about till now making your self look really bad right now as a business I spent a lot of my inheritance money trying to be happy with the stuff I i wanted I want to Waterbury transmission because he was a friend I known for to decades and never did wrong till now i just wanted my refund back but i guess he struggling that much he needs the $1200  I see how you do business now 

• Initial Complaint

  Date:06/20/2024

  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 son was involved in a minor accident I took my for repair they kept the car for a month to scam money from the insurance at didn’t replace the parts they charged insurance company they put back on my old bumper which was damaged cause the front of the car even the old parking sensors and broken headlight they refused to change and received 1750 just for the headlight

  Business Response

  Date: 07/15/2024

  We have had an established business for years, and we have serviced over a thousand vehicles and worked with their owners to their satisfaction. The complainant has stated that his vehicle was at our shop for over a month. The reason is that when dealing with insurance companies, they have their own way of handling claims. Unfortunately, we have no control over how long it will take for an inspection to arrive at our shop or for parts to arrive once the insurance company has reached a decision concerning the vehicle.
  
  Another complaint was that our shop never purchased any new parts, we repaired the OEM parts that were reparable. The headlight was smashed and unusable. The insurance company would not authorize the purchasing of new OEM parts, so we were able to locate a used OEM headlight from one of our local distributers. We also have the old headlight on our premises and a receipt for the headlight purchased and installed on the vehicle which is attached, and pictures of the old headlights are also attached. The parking sensors were replaced with OEM reconditioned ones. Because the insurance company would not authorize purchasing any new parts from the dealer, we could remove the bumper from the vehicle, fix the bodywork on it, and have it painted; afterward, the refurbished bumper was then reinstalled.
  
  Once we were able to receive authorization for all the parts needed, the vehicle was completed, and the customer was called to come pick up his vehicle. Our shop did everything to the best of our ability to work with customer and the insurance company to complete the job as soon as possible.
  
  Respectfully,
  Waterbury Transmission, Inc.

  Customer Answer

  Date: 07/23/2024

  I only received one communication from you guys on the 16 which I didn’t read yet no the issue wasn’t resolved 

• Initial Complaint

  Date:06/10/2024

  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.

  Providing generic parts and markup of parts & labor cost at premium without giving premium parts when requested multiple time to please only use OEM parts. Resulting into 2 blown engines.

  Business Response

  Date: 07/15/2024

  We have had an established business for years, and we have serviced over a thousand vehicles and worked with their owners to their satisfaction. The complainant has stated that his vehicle was at our shop for over a month. The reason is that when dealing with insurance companies, they have their own way of handling claims. Unfortunately, we have no control over how long it will take for an inspection to arrive at our shop or for parts to arrive once the insurance company has reached a decision concerning the vehicle.
  
  Another complaint was that our shop never purchased any new parts, we repaired the OEM parts that were reparable. The headlight was smashed and unusable. The insurance company would not authorize the purchasing of new OEM parts, so we were able to locate a used OEM headlight from one of our local distributers. We also have the old headlight on our premises and a receipt for the headlight purchased and installed on the vehicle which is attached, and pictures of the old headlights are also attached. The parking sensors were replaced with OEM reconditioned ones. Because the insurance company would not authorize purchasing any new parts from the dealer, we could remove the bumper from the vehicle, fix the bodywork on it, and have it painted; afterward, the refurbished bumper was then reinstalled.
  
  Once we were able to receive authorization for all the parts needed, the vehicle was completed, and the customer was called to come pick up his vehicle. Our shop did everything to the best of our ability to work with customer and the insurance company to complete the job as soon as possible.
  
  Respectfully,
  Waterbury Transmission, Inc.