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:01/29/2025

  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.

  Transmission rebuild in April of 2023. *****. Took it back two times after, with reports of shaking, sliding and my mechanic informed us there was a leak. Both times they told me nothing was wrong. Didn't give me documentation of the second time I was there or the 3rd time I was there, yesterday. On January 28th 2025. Now apparently they did find the leak and the problem and refuse to honor the warranty given which was 36/36000 warranty. They are under new management and new techs now. Over the phone when I made the initial call, they told me they couldn't find my vehicle and told me I must have taken it to transmission to go. I know where we took it. He couldn't find me until I said well I guess I'll bring my paperwork in. I'm very upset because as of now, they are accusing me of damaging my car when it was them who did it wrong. Trying to say my transmison lines are wear and tear. My tranmision lines weren't leaking when I took it to them and the lines are supposed to be replaced when doing a new tranmsion. I had an alignment done right after and took it back to them for the reports of the leakage. The rude young man working there told me over the phone, we need to make our money too!!! My money has already been taken, spent, and I want my warranty honored. This is my family vehicle with my children all under 7 and we trusted this business to be honest and truthful with their work. In our warranty it does not say it won't cover my transmision lines. The damage has already been done it seems. I was very upset picking up my car yesterday and let it be known! 3 times total my car has been back and the young man kept repeating, we need documentation we need documention. You never gave me documentation for 2 of the 3 times I've brought it back

  

  Business Response

  Date: 02/03/2025

  1. ******** ********* called on January 25th 2025 about brining in her vehicle for some "warranty work".  We could not find her in our system and asked that she bring her original paperwork with her.  We later found out the vehicle was originally repaired under the name *** ******* in April of 2023. 

  2. After the original transmission service was done in April 2023 the customer brought the vehicle back May 25th of 2023 stating "the transmission feels weak and there may be a leak".  At that time the transmission was shifting properly both mechanically and electrically.  We also checked for leaks and only found normal oil leaks on a vehicle with 147,*** miles on it.  Since transmissions do not have any power of their own it was surmised that the vehicle needed a tune up but was not bad enough yet to set the check engine light for a miss fire.  We never saw the vehicle again until January 27th 2025.

  3. On January 27th 2025 ******** ********* brought her 2015 GMC Acadia in to check for a transmission leak and said the transmission was slipping.  She stated clearly in front of 3 people that the vehicle had been to her mechanic at least 3 times and they had noted the transmission was leaking over the nearly 2 year period.  When checking the vehicle out on a lift the cooler lines were actively dripping fluid out at the radiator end.  We test drove the vehicle and it was indeed slipping when shifting gears due to being run low on fluid for an extended period of time.  

  Transmission cooler lines are not replaced at the time of major transmission work unless they are damaged or leaking at the time of original repair.  This is true at all transmission shops, dealerships and general repair shops.  This would be like saying hard brake lines should be replaced whenever you replace the brakes no matter if they are leaking or not.  We work hard to balance repairing the vehicle for long-term use, with keeping cost to the consumer to a minimum as most shops should.  

  The customers male companion at the drop off on January 27th 2025 stated he added transmission fluid when it started slipping.  

  We told the customer as clearly as possible that cooler lines are a wearable part (original manufactures warranty nor any aftermarket warranty company cover them) and are their responsibility to maintain.  They should have been replaced any of the times their mechanic saw the vehicle and informed them of the leak.

  Bottom line is the customer has failed to maintain their vehicle (10,*** miles over on oil change sticker) and continued driving it for an extended time with a known leak.  Only after they had burned it up did they bring it back to AAMCO for service.  

  It should be noted that ******** ********* came in to pick up her vehicle screaming profanities and threats so loud that we could not get a word in to try and come up with a fair solution for her situation.  Her whole hysterical vial screaming fit was captured on our security video.  There was no opportunity for ****, our manager, to try and work with her.  At this time we have no offer for her as she voided her warranty for clearly failing to maintain her vehicle by not having the leaking cooler lines replace at the first notification.

   

  Customer Answer

  Date: 02/03/2025

  Attached are the documents for my teansation and the first time I took it back. The next two times, I didn't relieve any paperwork, as they just wanted to turn me away and ignore my Transmissions issues. 

  

  Business Response

  Date: 02/04/2025

  There is no new information in the documents she provided.  As stated yesterday we found her information in our system under another persons name, which is what caused the initial confusion. 

  It is clear that sometime in the 19 months since we last saw the vehicle that the cooler lines up by the radiator started to leak.  Mrs ********* and the man who came with her clearly stated multiple times that "their mechanic has notified them of the leak at their last several visits to said shop".  He also stated that the fluid level got low enough he was adding fluid when the transmission started slipping.  

  The transmission cooler lines on any vehicle are only replaced at the time of transmission service if there is an issue at that time and back in April and May of 2023 we did not see any leakage.

  Any general repair shop is fully capable of replacing cooler lines.  There is nothing technical or unique about the process of replacing transmission cooler lines as it is a normal maintenance item over time.  

  I have owned this shop for 21 years and work with every local, regional and national fleet and warranty company.  Not one of them will cover cooler line replacement and all state it is a customer responsible maintenance item.  This is an industry standard practice nationwide.  We would have replaced the cooler lines and billed the customer at the time of original service in April of 2023 if we had seen any signs of leakage or in May 2023 when they came back in.  

  Cooler lines are not a warranty item.  Customer was responsible for having the leaks repaired and failed each time they were told by "their mechanic" to do so.  They only brought the vehicle back to AAMCO after the transmission failed due to being run low on fluid for an extended time.  

• Initial Complaint

  Date:02/15/2024

  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.

  Hello:We hired AAMCO, ********* to install a new transmission in our vehicle on 1/6/2024. The original quote was $4,400.00. I was called by the manager (****) and he stated that none of the parts within the transmission where salvable and we would need a full repair, which would be $4,800.00. I agreed to this and AAMCO proceed to make the repair. AAMCO called and stated the repair was complete, the vehicle was picked up on 1/17/24. I noticed immediately the vehicle was making a clicking noise. We brought the vehicle back to AAMCO per there request on 1/22/24. Mr. *********************** the owner stated that the noise is a concern. After further diagnostic, **************** states he needed an additional $2,100 to make a repair on a part. The part he states that needs replaced was not replaced per our original agreement. Instead the part was removed from the old transmission, manually prompted, cleaned and reinstalled. This is not what **************** and I agreed upon.In the attached my correspondence with ****************. Also, attached my correspondence with AAMCO corporate. This process started a month ago and I still do not have a working vehicle.Please contact me to help resole the issue.*****************

  

  Business Response

  Date: 02/15/2024

  This complaint is for an AAMCO franchise location in ******, ** and the complaintant is working with the franchisee to resolve the issue.
  
  ***************************
  
  Vice President of Consumer Support
  
  AAMCO Transmissions & Total Car Care
  
  Cell:  **************
  
  ************************************

  

  Business Response

  Date: 03/15/2024

  This complaint has been resolved with the customer.  We installed a dealer remanufactured unit in place of the one we rebuild at our cost and the customer has picked up the vehicle and have not seen back.  The customer also signed a hold harmless document for both my AAMCO Center and with AAMCO Transmission Inc.  

  Thank you,

  **********************;

  Owner