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:07/31/2024

  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.

  I purchased a re-built transmission in February. I found this transmission on Car-Part.com, listed as a 5-star part. I traveled to the location, (250 miles round trip) and picked it up on February 5th. I paid $3,947.37 which was $1,000 more than the selling price. I paid a mechanic to install the transmission at which point he notified me that was obviously not rebuilt as there was dirty fluid within the part. The transmission immediately malfunctioned and we immediately notified Wilsons Auto Salvage. The owner, ***, advised that we would need to bring the transmission back to his location and he would find out what went wrong. He advised if it was an error on their part, then he would refund me my money, if it was on my part, then he would ship it back to me, twice rebuilt. He has had the transmission for 15 days today and is advising that its been fixed and we can pick the transmission up for a second time. Now, I've already paid my mechanic to install it, remove it, transport it back to *****, 250 miles round trip and now he expects us to drive another 250 miles to pick it up and pay our mechanic to install it a 2nd time. I've already traveled 500 miles for this part, which is double what was initially expected. And now he wants us to make the trip for a 3rd time. This shop is completely unprofessional. The owner yelled in my ear and hung-up on me because he was on his lunch break and although he initiialy said to just bring it back and he would make it a priority, we've waited 2 weeks without communication and he took it upon himself to attempt to repair the part rather than issuing the refund as discussed. He's admitted that it needed repair but he doesnt know what repair was needed or took place.

  Business Response

  Date: 08/01/2024

  I am responding to the complaint filed against us. I would like to start off by saying, after we sold the transmission the only communication I had was with *************************** and I personally never spoke to ************************* until 07/30/2024 when she started yelling at me telling me what I said when we have never spoken.  We do not have a *** that works at our location. On 02/05/2024, ****************** called and purchased a 2015 ****** Tundra transmission. We provide a 6 month warranty on our rebuilt transmissions.  We did not charge an extra $1,000 for the part.  When purchasing parts from any salvage yard, you have a core charge and tax.  The customer wanted to pay by credit card and therefore the credit card processing company charges a 3% fee and the customer was aware of this before making the purchase. When the customer came in to pick up the transmission, he came with ************************* who signed for the purchase. On 06/25/2024, ****************** called and said his check engine light came on and showed a first and second solenoid code but the truck was running and driving. It is a simple repair which would be under warranty.  It is not uncommon for electrical parts to fail from time to time. The customer told us he would take it to a transmission shop and have it repaired and let us know. The customer called back and said his shop is going to repair his original transmission and he wanted a refund.  I told him that I could not refund him because he has had this transmission for over 5 months. I told the customer to bring the transmission back and we would repair it. After going back and forth, the customer agrees to bring the transmission back for the warranty.  I personally spoke to the builder who said he would disassemble the complete transmission for an inspection and if there was a problem, he would repair it. I told the customer, I would pay the shipping to return the transmission to the shop where the vehicle is at. I have that conversation in text. The customer did not return the transmission to us until July 15th. We had the transmission ready to be shipped back in 6 days.  The customer did not provide the shipping address and was supposed to call and give it to us. The customer called us 07/30/2024 and we told him that the transmission had been ready and we needed the shipping address. He stated that he had his repaired and wanted a refund. I can not give a refund on a part that the customer has had for over 5 months. We have many signs in our office that indicate our refund policy. I can and I did provide the warranty that I was obligated to do. The customer knew where our location was when he decided to purchase the transmission from us. We can not help how many miles our customers drive to get to us. Shipping is always an option. We can never guarantee that issues wont happen when selling used and rebuilt parts and this is why we provide the warranty. Although shipping is not covered on warranties, I am still willing to ship the transmission to the customers shop as we have honored the warranty. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22068072
  
  I am rejecting this response because:

   

  I've attached a screenshot from June 26th where I spoke with your office for more than 7 minutes, at which time you explained to me that I just needed to bring it back to you and if it was determined that that malfunction was due to your 3rd party vendor, then you would offer a refund. You said, just bring it back and we will go from there. Your 3rd party didn't build it correctly the 1st time. This part was listed as an A rating on Car-part.com and that was false. I'm sorry your vendor failed you but I'm urgently requesting a refund. 

  Furthermore, the document that you provided has my husband's cell phone number at the top yet you claim you didn't have our contact information. Based on your current ****** reviews, this is common. I'm not a bad person, I trusted your company and your word. Please refund my money as previously discussed. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/02/2024

  You may have spoken to a store employee, but you never spoke to me until 7/30/24.  If the transmission was defective, you would have returned it or called about it in February when it was purchased. However, you did not. It would not have lasted all this time, if it was built improperly. But if it was not installed properly with flushing lines, installing a new cooler, and cleaning the entire system of metal and debris, the new unit will go bad in time. Our vendor has not failed us. We have been dealing with them for over 5 years.  We have also been in business for 30 years and we do not sell bad parts. We didn't say we did not have your phone number, we said we did not have the shop's address.  And speaking of ******* we got 2 bad reviews the same time after this incident and both of them are from people in *************, where you are located. However, we never did business with either of them. This is how ****** works, people use it to try and hurt businesses but if those reviews were true, we wouldn't be here for 30 years. We did not say you are a bad person, nor did we insult your character in any way.  We provide a warranty on these parts and the warranty allows us to repair or replace the part. We repaired it and it's ready to go.