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Business Profile

Transmission

Transmissions
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2023

    Type:Product Issues
    Status:
    Answered
    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 Aug 29, 2023 my 2011 Equinox was delivered to Doug's Transmission via tow. On Fri, Sept 15, 2023 I was advised that my vehicle had been test driven and was ready for pick up. I picked it up on the same day and paid $3,811.34 via CC. Unfortunately, the vehicle is not fixed and had they test driven the vehicle they would have known. I had to return the vehicle on Monday morning, Sept 17, 2023. To date Dec 13, 2023, I still have not received my vehicle back. I call every week, several times a week/day etc with promises to have my phone call returned and my phone call is never returned. I have also visited Doug's Transmission at least once per week only to be turned around and advised that someone would call me about it. On numerous times I was advised they was working on trying to diagnose the problem and re- rebuilding the transmission. advised they thought it was an electrical issue, etc. On or about Dec 8th I was advised that they believed their was now a clogged catalytic converter but they was still testing and someone would call me back. On Dec 12th I called 4 times throughout the day. I was advised that someone was test driving the vehicle and would call me back shortly. No one ever called me and this has been a weekly practice. Additionally, I do not believe the transmission was rebuilt as they originally charged for.

    Business Response

    Date: 01/16/2024

    The customer originally brought the vehicle to our shop with transmission issues.  It was determined that the transmission was failing and would have to be overhauled.  After repairs were completed, the vehicle was tested for proper transmission operation.  The transmission was working properly, customer was notified that the vehicle was ready for pick up.  The customer paid and picked up the vehicle on 9/15/23.  The customer brought the vehicle back to our shop on 9/18/23, stating that the transmission was not shifting right.  We performed the diagnostic tests and found that the shifting was inconsistent.  We performed the "Reset/Relearn" procedure and the issues would clear up, but only temporarily.  It was noted that originally there was an engine code P0420 - Catalyst system, low efficiency.  This can affect engine performance, and in turn affect transmission performance.  We had that inspected, at our cost, and was told the system was ok at that time.  We continued to test transmission, and attempt to determine the cause of the shifting issue. 

    We have been trying to determine the cause since we have had the vehicle.  We do agree with the customer that we have had the vehicle too long.  We do strongly feel that the cause is not the transmission itself.  We feel that there is another issue that is directly affecting the performance of the transmission.  There are no trouble codes being set by the Transmission Control Module, (TCM).  All transmission components show to be working properly.  We can not refund the customer at this time.  I'm offering to continue to work on the vehicle until we have exhausted all of our options, or the customer can pick up the vehicle and take it to another automotive shop see if they are able to determine if there is something else that is causing the shifting issue with the transmission.  The transmission is still under warranty and we will stand behind that if it has to be reworked.

  • Initial Complaint

    Date:02/14/2023

    Type:Product Issues
    Status:
    Answered
    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 charged unnessary labor and parts for a 2012 Ford Escape. Transmission, Inc. found metal debris in the bottom of the side pan of my transmission. They did the work anyway.
    *See Attached for the Full Complaint*

    Business Response

    Date: 03/10/2023

    Business Response /* (1000, 4, 2023/02/23) */
    Contact Name and Title: **** ******
    Contact Phone: XXXXXXXXXX
    Contact Email: *********************@gmail.com
    It is our goal to inform the customer of all the information gathered during the diagnostic inspection. And offer our opinion of the situation as well. It is ultimately the customer's decision to move forward with the repairs or not. In this case the customer was informed that metal was found in the transmission pan upon removal. The customer was informed of the possibility that just replacing the range sensor would not repair the transmission, and also was given the cost of transmission overhaul versus the repair estimate for replacing the range sensor. The customer stated that he did not want to overhaul the transmission and gave approval to move forward with the repairs. Unfortunately the transmission still did not work properly.

    I do not take it lightly when this type of situation arises and I do what I can to try and help. But this should not ever mean that we have to give up the right to be paid for our work. I do feel bad about the outcome of this project and for the customer. But I do not feel like we were negligent with our work in this case.

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