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:10/22/2024

  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.

  Took my 2019 Ford Expedition in for Cam Phaser rattle on April 22, 2024. They returned the vehicle to me on May 20, 2024. They had my vehicle two subsequent times since then over the course of 5 MONTHS, and each time the vehicle was returned to me, the performance got subsequently worse, with new codes related to the repair appearing the first time they returned it to me, the vehicle going into LIMP mode while my wife was trying to get on the interstate the second time (putting her and our two children in danger), and them completely shirking their responsibility and trying to say a previous repair had damaged my engine and I needed a new one the third time. I checked major service records for the vehicle and no major repairs have ever been done to my car. I also cross-referenced the serial information and engineering part numbers on the parts they said had been replaced, and they are the original ones that were put on the vehicle. Their shoddy repair work has left me with a $12,500 full engine replacement. To top it all off, the owner of the company, ** *****, REFUSES to call me and try to settle this matter. DO NOT let this company touch your car. They will damage MAJOR components in your vehicle, put you and your family in danger, try to gaslight you into thinking it wasn't their repair job that caused the issue, and you will be left footing the whole bill taking your car to a reputable and responsible repair shop that manages and runs their business like adults!

  Business Response

  Date: 11/04/2024

  Dear BBB and Mr. ***,
  Thank you for allowing us the opportunity to address your
  concerns. At Gears Transmission, we prioritize quality service and
  transparency, and we regret any frustration you’ve experienced. Below is a
  detailed outline of the steps we’ve taken with your 2019 Ford Expedition and
  our findings from each service visit.

  
  Initial
  Repair (April 22, 2024):
  Your vehicle initially came in for a chattering noise at cold start and
  diagnostic trouble codes P0022 and P052D. Based on these findings, we
  replaced the left and right Variable Valve Timing (VVT) actuators,
  specifically using OEM cam phasers. As these were original equipment
  manufacturer parts, they bear the same part numbers as the originals.
  Additionally, we replaced the water pump and timing belt. The vehicle
  passed all post-repair checks and was returned in good running condition.

  
  Second
  Repair (May 21, 2024):
  When the vehicle returned with similar codes, our team re-inspected and
  replaced the timing belt/chain, tensioner, and engine timing crankshaft
  sprocket under warranty, using original equipment (OEM) manufacturer
  parts. Each component was thoroughly tested to meet manufacturer standards
  before the vehicle was returned.
  

  Third
  Repair (July 11, 2024):
  During this visit, a more in-depth inspection revealed several significant
  issues:
  We
  discovered that two of the camshafts had been previously replaced, with
  noticeable differences in wear patterns.
  Further
  inspection showed that the cylinder head was damaged at the front intake
  camshaft bearing, and the intake camshaft itself was compromised.
  We
  also found that each hydraulic lifter bore had sidewall damage,
  accounting for the metal fragments present within the cylinder head and
  valve train.
  

  Additionally, after reviewing Ford technical bulletins, we
  found that Ford issued a recall related to cam phaser rattling for the 2019
  Ford Expedition model, indicating the likelihood of a prior recall repair for
  this issue. This information is attached for reference and may clarify
  potential pre-existing conditions with the engine components.
  

  Based on our findings, our technicians recommended replacing
  the cylinder head, both intake and exhaust camshafts, lifters, and rocker arms,
  or alternatively, pursuing a full engine replacement. These issues were
  documented in a detailed technician inspection report with photos, which we
  have attached for your review. However, the vehicle was removed from the shop
  before we could complete these repairs.
  

  Offer
  of Assistance with Engine Replacement:
  Given the extent of internal engine damage, we offered to cover the labor
  cost for an engine replacement if you would cover the cost of the engine
  itself. We understand you opted to seek a second opinion from another
  shop, and we respect this decision.
  

  Owner’s
  Contact with the Customer:
  The owner, ******* *****, has been in touch with you directly throughout
  this matter to discuss the repairs and address your concerns.
  

  Next
  Steps for Resolution:
  We are awaiting the third-party shop’s findings to further assess the
  cause of the internal engine issues and remain open to discussing
  additional resolution options once we have this information.
  

  Attachments:
  To support our findings and provide full transparency, we have included:
  - The
  technician inspection report with photos of the damages observed.
  - Invoices
  from service visits.
  - The
  Ford technical bulletin on the cam phaser recall for this model.
  

  At Gears Transmission, we are committed to upholding our
  service standards and resolving this matter equitably. Please feel free to
  reach out to us with any questions or to discuss next steps.

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Due to either their spite or unprofessionalism I am out of pocket $250 due to their employees not putting my parts removed back in the bed/cab of my truck. If they later realized they hadn’t put parts with my truck when it was towed away from them they should have called me and said come and get them. Common sense says if a lot of parts are sitting there that they had to come from somewhere.

  Business Response

  Date: 08/04/2022

  ***** **** brought in his 1999 Ford F-150 for transmission repair on November 22, 2021. The policy at our shop for manual transmissions is to charge $275 for removal and teardown of the transmission to determine what parts need to be replaced. At that point, we then call the customer with a repair quote. The customer can then either authorize the repairs or decline repairs. Should the customer decline repairs, we gather and box all parts and place them in the trunk or bed of the vehicle.

  When our service advisor called the customer with the estimate, he declined repairs, as he stated he did not realize it would cost that much to have the needed repairs. The customer became irate and the owner had to step in to assist with the customer's concerns. First, the owner discounted the repair estimate substantially to try and help Mr. Dill. The customer still declined the repairs, and decided that he wanted us to place the unassembled transmission in the bed of his truck and all the parts placed in boxes in the bed as well. He then had a tow truck pick up his vehicle from our shop. All of the transmission components were placed in the bed of the vehicle at that time. The owner of the shop
  waived the removal and teardown fee at that time, so the customer was not charged for the services performed at this shop. He towed the vehicle from the shop on December 16, 2021. The estimate is attached for reference.
  
  Mr. ***** then called our shop on Friday, July 29, 2022, with concerns that there were missing parts in the boxes in the bed of his vehicle. He stated that the truck has been sitting at another shop for 8 months, since it had been towed from this shop. The owner discussed with him that since it had been 8 months since the vehicle has been at this shop, that the parts could have been lost upon transport or even taken out of the bed of the truck since that time. Mr. ***** then came to the shop and discussed this with the service advisor. The service advisor told Mr. ***** that had he had notified us shortly after the vehicle had been removed from the shop, we could have reviewed the camera footage to see exactly where the parts were placed. We do have a very organized shop, and did look to see if any the parts were placed in the work area. Our staff looked in the work area for any boxes that may have been left but were unsuccessful in finding any. 

  The customer was not satisfied with our attempts in looking for the parts. The customer stated there is no way that the parts went missing anywhere but this shop. He became visibly irritated and stated, "your mechanics are not worth shit, because real mechanics keep up with their shit." He then aggressively left the shop. 

  We did attempt to look for the parts, but with it being such a long period of time, we were unable to assist Mr. ***** with locating the parts. Mr. ***** has already been credited for the $275 removal and teardown fee on the original estimate, and he voiced satisfaction in that reconciliation at that time.  

  Customer Answer

  Date: 08/05/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I received a call on 8/5/2022 and was told they would reimburse me the $250. How I do disagree with part of their response, they are taking ownership of their mistake and making attempts to correct. 

  I was told an initial estimate before taking my truck to them by someone answering their calls being told what it was doing. I never imagined to receive a call that it would cost 5x the initial quote. The details on removing and inspecting were not properly told to me as well which did cause them to waive the $275 fee even though I did try to pay. There was no parts other than the XL items put back in my truck. If my trusted mechanic tells me to lose it due to missing parts, I'm going to lose it. + I had to lose my much needed elsewhere time getting everything they had left off.

  Please close the complaint at this time.
  
  Sincerely,
  
  ***** ****