Complaints

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• Initial Complaint

  Date:09/23/2024

  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.

  We both came to an agreement on the trans rebuild price, $8,500. I asked how much a billet torque converter, they said an extra $1,000 for a triple disk. When I picked up the truck I noticed it did NOT have a full billet torque converter but a triple disk billet piston,$954.31 so not even a $1K. I called ********* they said they didn't make a triple disk for my 6R140 trans, only a 4 disk, ****** a totally different number. When I gave them the part number listed on my invoice, *********, they said that was for a 10R80 trans for a F150, & had 4 studs! I was told the converter in our original agreement was $700 and the upgraded one was $954, so why am I paying the $1000 upgrade charge? Before we even came to an agreement I showed them ****** ******* transmission pricing online which was significantly lower and asked about them just installing theirs. ***** wanted to be competitive & supposedly matched theirs. He saw their billet converter so he knew what I wanted. Before they began I even came in person and asked for an itemized list to see the exact torque converter they were using and again reassured they were installing a triple disk billet converter and it would be on the invoice. Then when I climbed under to check out the painted transmission I saw scratches all over the newly painted pan. They said it was the transmission jack. I also noticed what must be transmission fluid all over the grill surround, $9,500 for this? No pride in work and certainly not what we agreed upon. They also said they fixed my blinker for free, they reset the transmission it came on. They said they did my rear main seal for free, which I bought & brought in, it takes less than 5 min once the trans is off to swap those seals. I didn't ask for free, I asked for an upgraded billet torque converter & wanted it painted like ****** does. They see nothing wrong with anything I've listed. I paid $9,500 in cash and now I have a ? torque converter & scratched up transmission, not professional.

  Business Response

  Date: 10/11/2024

  We made a very clear deal that the customer would be getting a stage 1 torque converter. I gave him the option to get an even more expensive one over the phone with a billet cover and more clutches, but he declined that option because he did not want to spend the extra money on the heavier duty converter. He then made numerous calls to our employees on a day where I was out of the office and they had to tell him every time that I was out of town and would be back the following Monday (he was calling on a Friday). He still proceeded to call 4-5 times that day and the next day (Saturday) and give my employees a very hard time with them telling him I was out of town until Monday. He is complaining about the scratches on the bottom of the transmission and claims it wasn't even painted. You can clearly see in the pictures that the entire transmission has been painted silver with an aluminum finish like we do all of our transmissions, and yes when you put a transmission on a transmission jack to install it then it will slide around some of wear a little bit of the paint off of the bottom of the pan. This has absolutely nothing to do with the operation of the transmission, but we would be happy to touch up the paint on the transmission pan for Mr. *****. We gave him a refund on the full price he paid for the torque converter since there was such a problem with the price he initially agreed to pay. He also signed an agreement stating that if we gave him the money back for the torque converter then there would be no warranty expressed on the torque converter. He told me and ******* ***** and one of our managers very clearly that there is nothing mechanically wrong with the transmission. I also told him that I offered him the option to spend more money to get the style torque converter he was wanting and he declined that option before we started the repairs. He also physically threatened the owner of the business because he wasn't getting the answers that he was wanting. We will not tolerate this type of behavior and we do not typically have these kinds of issues with our customers. There is nothing wrong with our product, and if there was something wrong with the transmission we would stand behind our warranty expressed in the signed agreement that the customer uploaded pictures of. However we do hold the right to void the warranty under conditions that are clearly listed in the signed agreement. One of those agreements he has already not fulfilled. If you look on the document that the customer uploaded you will see where he initialed on the second statement where it says, "Dear Customer Please Be Advised You must bring vehicle back for a two week check Up, Please bring your paperwork for technician to sign off that your vehicle has been checked." The customer picked his vehicle up on 9/19/2024 and he has not been back for the checkout procedure that we go through on every transmission overhaul that we do to ensure that our work has been done correctly with no leaks and everything is still the way it is supposed to be. The customer agreed to the price and they received the product that they agreed to. He told us that there is nothing wrong with the transmission, and we have provided him with not only the original agreed upon product, but also a full refund for the torque converter just to try to keep our customer happy.  

  Customer Answer

  Date: 10/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  When I came into your office in person and specifically asked for the part number of the torque converter before any work was started,  you shook my hand and said don't worry about it. It WILL be a triple disk billet converter. I got the invoice and it had a triple disk billet piston with a F150 part number which confused me. That and it said $954. Why did I pay an extra $1,000 for a $954 torque converter?  You clearly tried to deceive and colluded to defraud me when you kept telling me I had a triple disk converter. After calling several times I finally got the owner who then threatened me first, cussed me out, and said come on down here and say it to my face like some High school kid wanting to literally fight. Like ***, accuse me of threatening, yeah right. Then when I asked for my $1,000 back which I paid for an upgraded triple disk torque converter he agreed because he knew they'd been caught lieing. ********* doesn't make a triple disk torque converter like you told me I was paying for. I called and they told me your prices and when they even talked to you and about what. They keep all those records. I specifically told ***** I do NOT want a single disk, who shook my hand and said don't worry it'll be a triple disk. Then proceeded to lie about it being a triple disk. Finally the owner admitted it was a single disk after agreeing to give me back the $1,000 I paid for the upgrade. If I agreed to $8500 for a transmission with basic torque converter then ask for a billet triple disk and you said an extra $1,000. Then what happened to the cost of the torque converter that came with the $8500 transmission?? Should of been $750 for the basic plus my $1,000 upgrade, so $1,750 minimum for a triple disk. I was forced to sign the torque converter no warranty form in order to get my $1,000 back which speaks for itself. You actually think you did nothing wrong. After getting the $1,000 check, I was then told by *****, his supplier told him wrong. In that case why is it my fault they told you bad information? A reputable company would of taken care of it and gotten the customer what they promised and shook on, right? It is incredible the repeated lies and covering up of lies. You need to admit you lied and purposely put a triple disk F150 part number on the invoice trying to deceive me.  Stop cussing out customers who ask for part numbers, stop calling them a Democrat, which you know I'm obviously not, and stop threatening them. The owner changed his whole tone n the phone when I told him I was recording him which I did and I recorded ***** and *****. All 3 colluded to defraud when they tried to insist I had a triple disk, when all 3 knew otherwise. Am I to believe these transmission specialists don't know what comes in what torque converter, yeah right. If that were true the company would of sent them the wrong torque converter and they'd of never been able to install it because it was for a F150, not my F250.

  Bottom line, I paid an extra $1,000  for a triple disk billet converter which I did NOT get period. I am absolutely correct to ask for the $1,000 back when I discovered I did NOT get the triple disk billet I asked for. Instead I got a $200 upgraded torque converter which is what should of came with a basic transmission in the first place. I now have a single disk basic F550 torque converter with a billet piston, that's it. And crazy scratches which if you think those scratches came from any jack then you are mistaken. This $9,500 transmission has fresh concrete scratches all over the bottom. You should get something like a moving blanket to hold a freshly painted transmission before you maul it.  Deciding to have transformers do this trans rebuild was a huge mistake. The subsequent lies and deceit are just incredible when confronted about an incorrect part number. 

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

  Customer Answer

  Date: 11/19/2024

  I was told the cost for a rebuilt transmission was $8,500 with a torque converter included. I then asked how much more for a triple disk billet torque converter and they said an additional $1,000, so I agreed and paid $9,500 cash.

  They then gave me the truck with a basic single disk TC, not a billet triple disk. Yes it has a billet internal piston but no triple disk which they lied repeatedly about, even refusing to give me the actual part number of the TC they installed.

  After asking for my $1,000 back they said okay but when I went in they said they were refunding the cost of the basic torque converter they installed and wrote the check for $1,021.11, not a $1,000 refund for my upgrade. They also said they would not warranty the TC. Again that's the TC that would have came with the transmission for $8500, I paid an additional $1,000 so the TC I should have gotten should of been worth atleast $2,021.11.

  When I got the check in hand they tried to say it was their suppliers fault because they were told by this supplier it was a triple disk. So am I supposed to believe they had no idea the TC they installed wasn't a billet triple disk?? Why then does the invoice show a triple disk but have a F150 part number? A triple disk TC for a F150, that's deception. My truck is a F250, totally different part number. If they'd of ordered that TC they'd of seen it wouldn't even fit my truck. So if they never intended to deceive me why is that part number on the invoice? Why then when I found that supplier didn't make a triple disk did the owner refuse to tell me the part number? He literally said I didn't need to know it and repeatedly said the TC in my truck was a triple disk? 

  No I never received the $1,000 I paid for the upgrade. I received $1,011.21 for the TC they did install in the truck which is a basic TC that costs less than $1,000 as seen in the invoice. A billet triple disk should be atleast $2,011.21 This shops other location also has another review from a big truck guy who had similar issues with his transmission build so this deception is not isolated.

  They also never did anything about the concrete drag marks on the freshly painted transmission pan as seen in the attached photo. They said it was "normal" from installation because the transmission jack scratches it. That is certainly not simple scratches, those a are concrete drag marks and a dent. This is the quality they provide on a $9,500 trnsmission. Have they never thought, hmm maybe I should use a moving blanket so I don't ruin the paint job?

  Business Response

  Date: 12/06/2024

  We have done everything possible to please this customer and none of it has been good enough. We spoke to him and it was very clear in the beginning that there were 2 different options for the torque converter and he went with the stage 1 option. I told him I could get even heavier duty converters, but they are more expensive. He said that he didn't think he was going to keep the truck that much longer, so just go with the stage one option. We gave him the converter at a discount originally because we would normally charge more for this transmission, but we made a deal with the customer. The customer has told us that the transmission is working great and there is nothing wrong with it. We offered to fix the paint on the bottom of the transmission pan (which 100 percent was not dragged across any concrete; the transmission jack will scratch the paint off the bottom of the pan.) but the customer didn't want us to fix it at the time because he was mad that we weren't going to give him a ten thousand dollar transmission job for about 7 thousand dollars. He wanted to be very argumentative with us and actually physically threatened the owner of the company. We never have these kind of problems out of our customers and we have built hundreds of these transmissions and actually charged more for them in the past. The owner of the company gave the customer a full refund for what our invoice shows that he paid for the converter (including taxes, that's why the check was slightly more than $1000), and the customer said that would be fine. He signed a contract stating that there would be no warranty on the torque converter since he was getting it for free. We told him that apparently there was some sort of misunderstanding about the torque converter and what torque converter he was wanting and what torque converter the parts supplier was selling us, and due to all the confusion that is why we decided to just refund the full price of the torque converter. Regardless of all of that, the customer still received what he paid for, and if the torque converter that he ended up getting would have been a much heavier duty / stage 3 torque converter then he ultimately would have had to pay more than he did. We do not want the customer upset with us, but we have done everything we can do to resolve the issue, and we hope that the transmission works good for the customer and continues to serve him well.