Complaints

This profile includes complaints for Vander Haags's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vander Haags

  50200 189th St Council Bluffs, IA 51503-6590

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  Vander Haags

  50200 189th Street Council Bluffs, IA 51503

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:01/18/2024

  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.

  I was sold the wrong transmission from this company three times and they sold my transmission that they had me turn in leaving me without a transmission and this has been going on since August. I have been out of business since then causing financial distress. The have been giving me the runaround and all the recently offered was for me to keep the wrong transmission and refund me 990.00 that I paid for the wrong transmission. Which leaves me still stuck. They offered to sell me a reman transmission for $3500 but my core that they took from me and sold I could have had repaired for a fraction of that cost and been back working. I tried to find where my core was for about a month and they kept telling me they where trying to locate it when in fact they sold it and they tried to say they didnt until I showed them where it was sold on there website. I have been going back and forth with the customer service manager. Asking for there general liability insurance company but she wont give me the information her name is
  ****** *** *** ***** Customer Service Manager
  Vander Haag's Inc.
  ************ *****
  Thank you
  Also she keeps saying the first transmission would have worked but had a broken bellhousing but like I told her it was the wrong convertor they didnt do there due diligence and do cross reference on my transmission and the one the sold me after I returned that they sold me a second one which was way to big and had a PTO brake and my truck doesn’t have a PTO so I returned and they sold me a third which totally wrong again it had a larger bell housing and wrong converter. So know we are here I still have this one they told me to keep it which that doesn’t solve anything and im still out of work

  Business Response

  Date: 01/30/2024

  Good Morning. I appreciate the comments submitted, here is our response. We have continually worked with the customer to get this resolved. The first used transmission would have worked for the customer according to the serial # off their core transmission (the transmission removed from their truck). The bellhousing was cracked on this transmission. Pictures of this were text to the customer on Aug 28, 2023, from our internal messaging system. This was prior to the customer picking it up and he was made aware of this issue. The customer was aware the bellhousing would need to be swapped from his core transmission. To do this, the torque converter also needs to be removed and could  easily be swapped at that time. Customer was not willing to do this and instead, returned it for a different transmission. This was picked up 13 days later on Sept 20th. The returned transmission was not installed, it could not have been installed with the broken bellhousing. We also verified this once it was returned. On Nov 8th, 2023, the customer contacted us stating the transmission he picked up on Sept 20th did not have a rear parking brake and the bellhousing was different. The customer again requested a replacement. He picked up the replacement and returned the 2nd one on Nov 27th.There was no charge on this swap. This second returned transmission also was not installed. The bellhousing needed to be swapped for it to even hook up properly in the truck. The bellhousing on the returned transmission was not touched or removed in any way, and the transmission showed no signs of being installed (torque marks, mount marks, no oil, etc). On December 22, the customer contacted us stating the bellhousing was too big on the 3rd transmission. We agree it was incorrect for his application. We did an extensive search of our inventory and do not currently have a used transmission that will work in his truck without any parts needing to be swapped. On December 29th, we offered a full refund of $900 for what he had paid for the transmission OR offered that the customer could use that $900 refund towards a reman transmission (which was priced at $3340.07 exchanged) since we did not have a used option available (priced at $900 exchange). We also let the customer know we did not need the 3rd transmission returned at all. I have attached a copy of that credit. We have since issued $900 back to his card used on the original sale. We also offered a $1000 good faith credit and have repeatedly requested a billing address from the customer for where to send the check. We are still waiting on that information from the customer. I have also attached a copy of that credit. At this time, we have issue full credit to the customer for what he has paid for this transmission (he still has it in his possession per our approval) and we do not have a like used replacement available that can be installed without any parts swapping. 

  Customer Answer

  Date: 01/31/2024

  I never agreed to buying a broken transmission and told then that and asked them for proof that I did. They never provided any. The first transmission had a different convertor so that will not work. There saying I could of used the one from my core but it was something wrong with that one which is why I bought a transmission from them in the first place. The didn’t do there cross reference and now they are trying to deflect it on me. And this has happened 3 times to prove they havent done there cross referencing. They offered to sell me a reman transmission which if they wouldn’t have sold my core I could of have my original fixed for much less than buying a reman transmission from them. Ive also incurred bills for this mistake they have made three times so that $1,000 credit is just a fraction of that bill. And them crediting me that 900 dollars is just basically giving me the money back from where they sold my core. Which is leaving me back to square one. Which im out of 5 months of income and counting because Im still without a transmission. They also said they couldn’t find my core but in fact the knew they sold it. It was in there system and I found it on there website where it was sold

  Business Response

  Date: 01/31/2024

  Good Afternoon, attached is snip of a text sent to the customer on Aug 28 with pictures of the transmission per the customer's request. I have circled his cell # at the top. You can see that matches his contact ph#. Either way, we have already issued credit on the transmission, as stated previously. To show this, I have again attached the original invoice to show the $900 charge for the transmission and again attached the credit to show the return / credit. Again, we do not have an exact replacement that will not require parts to be swapped. Since credit has been issued, the customer will unfortunately need to look elsewhere for a transmission that will work in his truck without needing parts to be swapped. Once the customer returned his core to us on September 20, 2023 and we paid him for it, it became Vander Haag's possession. We were in no way required to keep it on hand. Vander Haag's does not cover for down time. As stated previously, $1000 credit was issued as a good faith gesture to the customer. And again, we will only need confirmation on the billing address in order to send a check. Thank you! 

  Customer Answer

  Date: 01/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Whatever you sent I couldn’t open but even if you did send me something on that date I never agreed to a broken transmission like your customer service manager ****** said I did please provide where I agreed to a broken transmission with the wrong converter. And you made this mistake twice after the initial mistake. I can provide proof of that. 
  
  Sincerely,
  
  
  
  ****** *****