Complaints

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• Initial Complaint

  Date:07/11/2023

  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.

  From the beginning negative service from Michael T****** franchised.
  When I went in, I asked, could you please take a ride with me so you can feel what I'm talking about with my vehicle? He said no he would have a tech look at it-
  They gave it back to me at the end of the six business days with a warranty that says 18,000 miles or 18 months which ever comes first. I asked if Michael would drive it with me so I could see how it was running. He said not without paying for it first, so we didn't.
  Driving down the highway all the sudden, jerk, jerk time goes in between and then jerk jerk. Same issue prior to fix.
  I immediately called Michael at AAMCO and explained to him what I was feeling that was on a Thursday he made an appointment for me the next Tuesday and called it my 10 day check up -
  I asked him if he would take a ride with me so he could feel what I was talking about, no, he said his tech would look at it.-
  After waiting an hour and a half he comes back in and tells me it's NOT the transmission, that it might be this or that and then the tech had written a list for Michael of all the other things that are wrong with it.
  I said Michael, it IS the transmission I know my car I've had it 12 years.
  Still trying to sell me, I start to get up from the table, and he says, "Well this specific transmission they can jerk and that is normal"…
  I was like what? He said, would you like me to take a ride with you?
  I said Michael why would I do that now after you refused and told me that it wasn't the transmission, now I'm getting up to leave and you decide you want to take a ride with me? and that the jerking I'm feeling is normal? It's definitely not normal!
  
  $3900 later my car is not fixed - $400.00 for the axles.
  
  Then after a difficult struggle, finally getting through to the corporate line I found out how to fill out a report online, so I did. It's been 2 1/2 months and I've heard nothing.

  Business Response

  Date: 07/18/2023

  This letter is in response to complaint ********* submitted
  by customer ******** ******.  We at AAMCO
  Transmissions of Daytona strive to have 100% customer satisfaction. When a new
  customer comes into our facility, the Customer Service Manager (CSM) will greet
  the customer, listen to their concerns, and document the issues the customer is
  having with their automobile.  The CSM is
  not a technician. The CSM then brings the Repair Order documents to the shop so
  that a technician can check out the vehicle and report their findings.  The CSM does not drive the vehicle with the
  customer and there are many reasons for this. 
  After repairs are authorized by the customer and completed, the
  technician will do a final drive of the vehicle to ensure that all customer
  concerns are addressed.  The technician then
  will bring the documents back to the CSM in preparation for the point in time
  the vehicle is picked up by the customer.  The CSM is not allowed to pass the key to the
  customer prior to payment in full due to laws regarding possession of the
  keys. 
  The AAMCO Transmissions CUSTOMER RECEPTION DOCUMENT clearly
  states that the CUSTOMER’S DESCRIPTION OF THE PROBLEM is “No shift at times – Jerks
  shifting into drive and reverse”  It was
  determined that there was an internal transmission problem and the transmission
  needed to be rebuilt. 
  It is recommended and customary to replace the rear crank
  shaft seal when rebuilding the transmission. 
  The axles on both left and right sides had broken boots.  These repairs were all authorized by the customer
  and were replaced with no additional labor charges. 
  Upon completion of the job, the transmission was upshifting
  perfectly and there was no longer harsh engagement into reverse or drive.  We were satisfied that the repairs were
  successful.  We requested that Kathleen
  Benson bring the vehicle back for our customary FREE 10 day checkup so that we
  could recheck the transmission after the vehicle was driven a few hundred
  miles.  The technician who drove the
  vehicle stated all was well with the vehicle during the 10 day checkup.  The CSM here at AAMCO Transmissions of
  Daytona did offer to go for a ride with the customer at this time, but he was
  refused. 
  Lastly, ******** ********** referred this customer to AAMCO
  Transmissions of Daytona because she also had told this customer the vehicle
  had a transmission problem, along with a list of other concerns.  This list was provided to us by the customer
  and is attached.  We hate to hear that
  ******** ****** is not satisfied with AAMCO Transmissions and the service we
  provided for her vehicle, but to address her complaint, we assure all concerned
  that the transmission in her vehicle is functioning properly at this time.  The warranty on the transmission repairs is honored
  at every AAMCO in the country.  If the
  customer has further concerns, she is welcome to take the vehicle to any AAMCO
  for further assessment.  As a gesture of
  good faith, we would be happy to offer ******** ****** a FREE oil change and tire
  rotation the next time those services are due.
  Respectfully,
  Paul G*******
  General Manager