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:01/08/2024

  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.

  On December 4th 2023, my car (08 VW Jetta) was towed to aamco to be fixed. An ignition coil needed to be replaced as well as my transmission that was slipping between 2nd & 3rd gear. After several weeks I picked up my car and it has a coolant leak I didn't have before. The transmission replacement is worse than the old one. It whines constantly and is really loud. I can't assess any further problems due to the coolant leak that is so bad I can only drive a mile and a half to 2 mi before it all leaks out. I called aamco back and spoke with ***** **** who said to bring and they would look at it. I did, she said they couldn't find the leak, while it was on the lift I showed her where it was leaking. Not sure how they missed it nearly dripped on her head when I pointed it out. She said they did not have a pressure tester to test it to see where it was leaking and 3 mechanics have looked at it and they don't know what's wrong with it.I myself ran dye through it and found where the leak was. I have a warranty on the transmission, however after dealing with such a condescending person as ***** is I would rather not take my car back. They did not respect my vehicle when it was in their care anyway. The hood was left open and My motor had acorns and leaves all over it as well as animal fur from whatever critter was crawling over the engine. The moonroof was also cracked open so there's all kind of moisture in the car I'm dealing with and I didn't even complain to them about that. I simply need my car fixed. As an **** ******* I have lost over $4,000 in income but I refuse to deal with ***** again. She gives wrong information, she is condescending and she asked for a 5 star review before I received my key back. After $5,254, I expect my car to run properly. How can they give me my car back and tell me it's fixed and it's running fine when it pours out coolant? This is terrible business practices, it's simply just needs to be fixed right.

  Business Response

  Date: 01/11/2024

  January 11, 2024
  To whom it may concern,
  When *** ******** called into our facility she stated she drove her 2008 Jetta with over 200,000 miles on it through significantly high standing water causing her transmission to slip. Her vehicle was towed into our facility at that time. Our initial inspection came back with a #5 misfire and a few other codes, please reference the invoice attached. Office personnel informed *** ******** of the issue and made suggestions to fix that issue. We repaired that issue per *** ********’s approval. The technician was then able to verify a transmission issue. *** ******** did not want us to take the transmission apart to see what was needed to repair it, instead she opted to have a used transmission installed in her vehicle. We will honor *** *******’s warranty, please reference her invoice warranty page.
  Aamco had no knowledge of *** ********’s transmission having any issues, nor her moonroof being opened and left that way until now. She brought her car back to us but only to show us that her vehicle was leaking coolant fluid. Never once did she mention an issue her transmission nor moonroof.
  ****** called and texted ******] . ******** on January 3, 2024 to set up an appointment for *** ******** to drop her car off with us so we could help her with the coolant leak issue. As of this date ** ******** has not returned our call nor text. 
  *** ******** states she does not want to deal with ******. ****** is the shop manager and ******* is the office assistant. I cannot say when ** ******** calls that ****** will not answer the phone but *** ******** can ask for *******. ******* is parttime and only works M-F 8:00am to 3:00pm so I would suggest to have *** ******** call between those hours if she does not want to work with ******.
  *** ********s vehicle is an older vehicle
  with over 200,000 miles, her vehicle does have other issues, per *** ********s
  request those issues were not addressed at the time her vehicle was with us.
  Those issues are not covered under her warranty. Please reference back to her
  warranty and what is covers, we will honor our warranty.
  Our staff truly went above and beyond to
  keep ** ********’s cost to a minimum and worked with her and a family member of
  hers to get the financing. We are sorry that *** ******** was not satisfied
  with her experience with us.  We look forward
  to hearing from *** ********.
  ** ******
  
   [***]s.

  Customer Answer

  Date: 01/18/2024

  Date Sent: 1/17/2024 5:53:50 PM
  This business has not responded therefore I do not know how it can be answered. This is so confusing as to how you can say it's answered and close it and there's nothing left then I am able to do about this situation. It said because the consumer did not respond. Aamco never reached out to me or contacted me about this so there is no way for this situation to be settled. I'm very upset over this, how can they get away with this?

  Business Response

  Date: 01/25/2024

  Janurary 25, 2024
  To whom it may concern,
                 Please
  find attached a screen shot of our text to ** ********. Aamco reached out to
  her before she filed the original complaint with the BBB and to date she has
  not called us nor texted us back. The computer time stamps all text which
  cannot be altered by us.
                As stated in the last response I
  suggested to have ** ******** call and ask for ******* to set up an appointment to
  drop her vehicle off so we can address any concerns ** ******** has on the work
  we did to the vehicle. Aamco has no problem honoring ** ********’s warranty on the work performed and the parts used to her vehicle.
  Thank you for your time,
  ** ****** 

  Customer Answer

  Date: 01/29/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: What is being said in the response is not true from aamco. Here is a screenshot of the conversation that is said to not have been altered by their computer stamp. However this is a screenshot of my text messages where I did reply shortly after that message was sent. When I did call ******* was not in. No one called me back and there has not been any further text. As you can see I did reply to their text message on January 3rd. Which was 4 days before I filed a complaint with the better Business bureau. I've already taken my car back to them, they said they don't have the equipment to test the pressure of where the coolant is leaking. I also don't feel like I should have to pay for the repair since I did not have a coolant leak when it was taken to them to begin with. ***** also said there was three mechanics that looked at it and they don't know where the leak is coming from. I have pictures of where the leak is coming from so I don't understand why they couldn't fix it, other than they knew I had no more money to put into the car to fix it. They've left me hanging with this car running this bad and I am losing income as an **** ******. I also don't appreciate them saying I did not respond when I responded with text and a call and I have the screenshot to prove it as well as my call logs.

  
  

  Regards,

  
  

  ******** *******

  see attached

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/30/2024

  January 30,2024
  Re: ******** *******/Complaint # ********
  I am glad ** ******* sent a screen shot of her response via
  text, it cleared up a lot.  Aamco
  Transmission does not have a two-way texting system. Because we are unable to
  receive text messages, we ask in our customers to call us when we text them.
  Here at Aamco Transmission on ***** ** we take
  customer service seriously, in order to show good will we are willing to offer
  ** ******* a $100.00 in store credit. Please have ** ******* call and ask for
  ******* to set up her appointment and express her concerns. If by any chance *******
  is not in, please have ** ******* leave a message, with her current phone
  number and a time for ******* to call her back.
  Thank you,
  ** ******
  

  Customer Answer

  Date: 02/01/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:I have lost over $5,000 of income due to the coolant line which started leaking out when I picked it up. They have already said they do not have the gauge to check the pressure, ***** also said three mechanics have looked at it and don't know what's wrong with it. Therefore I have to take it elsewhere to get it fixed. I have to wait on my taxes to come back to get this fixed because of my lost income. Although I appreciate them getting my name right this time as ******* and not ******** , $100 store credit is not helpful when they already said they cannot fix it. Nothing short of my car being fixed and me being able to work again will be acceptable. ******* is my second job and is most of my income. This botched job on my car is costing me most of my household income. Again although I appreciate the Goodwill it's simply is not enough. It didn't leak before it went there and I did not have this problem, all I wanted was my car fixed so I can go back to work. It is that simple. The $100 is not enough to fix my car elsewhere and I will not have the money to fix it anywhere else until I get my taxes back. We seem to be at an impasse.

  
  

  Regards,

  
  

  ******** *******