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:08/16/2024

  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 brought our ***** Traverse to the AAMCO on 5/28/24. We approved a full transmission rebuild and paid for the repair in full ($6,700) when it was initially complete on 6/06/24. The repair included a warranty. It was evident by the next morning that they did not correctly repair the transmission leaving my husband stranded with a very unsafe vehicle miles from home. We brought it back to AAMCO immediately. They kept it for 3 weeks giving us excuse after excuse for the delay. They gave it back to us again on 6/27/24. The next day, while I was on my way to pick up my children at sleepaway camp, and over an hour from home, alarms started going off and the car wouldnt accelerate while I was on the expressway. Putting the massive ********************** & fear of this aside, my husband then had to drive it is extremely dangerous conditions back to AAMCO. They kept it another month, giving it back to us on 7/30/24. By 8/07/24 we noticed transmission fluid leaking and it was driving oddly. We brought it back and as of today, 8/16/24, they still have it. We have been put off at every turn, constantly being promised by ****, the manager, that it will be done, parts are on back order, they cannot locate parts, etc. Weve asked to speak with the owners, multiple times, but we are blown off every time. We asked to be reimbursed for a rental and was flat out told no. We have 3 kids and it has been an extreme stress and inconvenience to be down a vehicle. We have had to invite costly **** rides, cancel plans, borrow vehicles. As of today, AAMCO has held our family vehicle hostage for 12 weeks and sent it home 3 times in extremely unsafe and undrivable conditions. Our safety was put at risk each time. Despite all the dozens of excuses given, the only thing that makes sense at this point is in incompetence, negligence, inability and plain poor customer **********************. What good is a warranty if it does not result in a working vehicle?

  

  Business Response

  Date: 09/02/2024

  We are working diligently to resolve this issue.  A senior team member has been in contact with Mr. ****** and this is a top priority. Availability and acquisition of certain parts has been a unique challenge. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22155552
  
  I am rejecting this response because:

  AAMCO's response is untrue (we are clearly not a priority) and does nothing to respond to the out of pocket expenses, time and stress caused by the continued delay in correctly repairing our vehicle. AAMCO has had our family vehicle in its possession and control for more than 14 weeks. After we filed our initial  BBB complaint, ***** *******, a regional executive with AAMCO, contacted us, expressed how unacceptable the situation is, and asked us what we needed to resolve this issue. I sent him the attached email on August 23, 2024, outlining an extremely reasonable demand considering that AAMCO has ruined our summer, caused us stress and fear, and out of pocket expenses. ***** stopped communicating with us after that. In fact, weve had almost no contact with AAMCO since they took our car back for a third time more than 3 weeks ago. AAMCO apparently waited 2 full weeks to order the necessary part and now we are likely to need to rend a car for this weekend because we cannot cancel our plans. It is unbelievable and disingenuous for AAMCO to act like finding parts for an extremely popular, American-made SUV ****** Traverse) is the issue. We do not believe that for a moment. The fault lies squarely with AAMCOs complete incompetence and extremely poor customer **********************. We had a glimmer of hope that AAMCO cared about their customers and reputation when Mr. ******* reached out to us, but like all of our communications with AAMCO, it seems that was a delay tactic to appease us while they failed to take any action to repair our vehicle. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 09/16/2024

  Repairs on the vehicle in question were completed and the vehicle was returned to the customer on September 6th, 2024.  The warranty was reset to start as of this date of delivery. We request that the file be closed and marked "answered". 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22155552
  
  I am rejecting this response because:

  While the vehicle was finally returned to us on 9/06, we have not received an updated warranty, as indicated in the latest business response. We have also not received a copy of the service record, including parts invoices, for all of the many repairs conducted on our vehicle. We requested those records directly from AAMCO management on at least two occasions. It is very important that we know EXACTLY what work was done and what parts were placed in the vehicle in the event this latest repair fails. Finally, AAMCO has not responded to, or provided relief for, our demand for reduction in repair price and our out of pocket expenses due to the extreme delay.
  

  AAMCO is again put on notice of its obligation to retain all records related to our vehicle, including repair logs, notes, repair invoices, parts order forms/invoices, communications and warranties, to avoid spoliation of evidence in potential related legal action.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/04/2024

  As stated in a prior response, the vehicle in question was repaired and returned to the customer on Sept 6th, 2024.

  The warranty has been adjusted to begin as of that date. Should any issues arise related to the repairs covered under the warranty, the customer may make arrangements to return to this AAMCO or any other as per the terms of the warranty for evaluation. We request the file be marked as "answered" and closed.