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:03/20/2025

  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.

  Brought my vehicle to have a transmission repair in late November of 2024 in **************. I was in contact with a receptionist named "*****". I stated my problem that my vehicle had issues going into drive sometimes. I asked multiple times to speak to the mechanic who would work on the car which was denied. There were multiple times we spoke on the phone on what steps were being taken to fix my issue. Starting small they scanned codes, checking transmission fluid, flushing fluid. Was told high confidence in Mechanics knowledge that Valve body and Solenoid pack needed replacement. This was done and issue still present and further issues arose such as going into limp mode. Transmission was "repaired" replacing clutch plates, filter, transmission my pump and having new fluids inside. Stated was driven multiple times with no issues. I was alerted it was fixed and went to pick up my car on 1/24/25. I had paid ******* (the first half) for them to start the work and the remainder of ******* to get the keys back to be paid in full. I was happy to finally have my vehicle back after such a long time without it being stuck in the shop for slow work on the vehicle and cost money to rent a vehicle so I can go to work. I drove the car south going home, vehicle working fine when I reached ******** MO and stopped for food. After parking eating and returning the car started having the old symptoms once again and new symptoms including grinding noise, shaking, and jerking when shifting. I called D&L and spoke to ***** again and relayed the problem. She stated under the warranty provided I must immediately return the vehicle or the warranty would be voided as I was "causing abuse to vehicle." I stated I would try to return Monday but it would be difficult as I had spent the last of my savings to get this fixed and renting car. That weekend I got Covid and that Monday I called D&L and reached a new person and was stated my warranty was voided and will not be repaired.

  Business Response

  Date: 03/21/2025

  Please see attachments for response.

  Customer Answer

  Date: 03/24/2025

  Complaint: 23090499
  
  I have reviewed the business' response and am rejecting it because:
  
  March 21, 2025
  ****** ******
  ******************************** Apt A
  **********************
  PH: ************
  Email: *******************************
  Response to Response on March 21, 2025 of D&L Transmissions
  In relation to the response given by D&L there are alot of things that need addressing. They
  state I refused to bring in the car, this is false. I had told ***** the receptionist I would try
  to bring it in Monday. This was agreed, never was I EVER told there was a 48 hr limit to bring
  in the vehicle, and it is not stated on anything I received from them. When I got the vehicle
  and the stated Monday I had first proposed before getting Covid was also longer than 48
  hours so I find it strange that this is the stance of D&L Transmissions and the warranty Is
  left very unclear besides what is stated in the uploaded document I received from my bill
  and I seem to understand allows them to expand on the term abuse to deny warranty
  claims. Also the stated time my vehicle was MONTHS, the stated addition to time only
  states waiting for a part a week here or there so I wanted to make sure that was clear. For
  the continuing to drive the vehicle, I stated I would return that Monday. I stated I needed to
  work that weekend and will find coverage for Monday so I could return, however I got covid
  and the woman I spoke to trying to reschedule said MY WARRANTY WAS VOIDED. This is
  why I did not return because it was stated to me that my warranty is null and void and there
  was no recourse for me nor any reason to return besides to complain in person. For as
  ***** having a ticket on her desk for weeks, I find this very strange because I have not
  heard a word from her since the day of the repair where I told her of the issues I was having.
  Did she happen to lose my information and ways to contact me? As I stated I was told I had
  no recourse. As for D&L not knowing who it was I spoke to, I hope they can figure that out
  as it seems the person who answered is their scapegoat in this, besides the 48 hr rule I was
  not aware of nor saw in any writing or anything I received. As for their statement that I did
  not call them since the milage was checked upon so called repairs this is false as stated
  before. I was told my warranty was voided. After the phone call I had where stated my
  warranty was voided on that following Monday, I did not call them again, and they had
  made no attempt to contact me. The only thing I have seen relating to Warranty was that
  there is a 12 Month/12,000 miles on parts and labor, damage due to unwarranted parts,
  abuse, towing, rental, sublet repair. Nothing stated says 48 hours, D&Ls stance is that I
  have abused their repair. It is also worth mentioning once again that it was relayed to me
  during the phone call I had with ***** describing the issues still being present and
  additional new symptoms, was that multiple people they employ test drove the vehicle and
  the mechanic gave the all clear that the issue was gone and repaired. Alot of their words do
  not line up to the reality of the situation. I did all I could do in the situation with what was
  relayed to me and I was told my warranty was voided. I did send a review from my GMAIL
  soon after this ordeal.. For as the second uploaded review, that one is not mine and do not
  know why it was uploaded. I did repeat what I had told ***** that I cannot rent another
  vehicle due to how much I had to spend on a rental, and for the repairs that caused even
  more issues with nothing fixed, and also that I could not give up my car again as I stated I
  had to work before that Monday I had stated I would return. I already know nothing will
  come of this correspondence as I know full well now how this business operates and will
  make sure everyone knows how awful my experience was. How terrible the
  communication, how disrespectful their staff makes you feel, and how underhanded and
  thievish they are when actual work is required other than a break light or an oil change. I
  placed alot of money and trust into D&L transmissions and all I have to show for is money
  down the drain and a vehicle that wasnt fixed for it. I hope no one else ever has the
  experience I had with this business and hope you get a staff that can do the job they were
  paid for and communication that is respectful and not full of threats to their own
  customers.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/28/2025

  please see attached documents 

  Customer Answer

  Date: 04/01/2025

  Complaint: 23090499
  
  I have reviewed the business' response and am rejecting it because:
  

  1. I do not disagree with the statement how over a month may not be considered uncommon for them, however the time frame for the job went from stated a maybe two weeks to over a month during my peak work time so it was a surprise and definently a hinderance for me to find a vehicle to go to work.

   

  2. The businesses consideration of the term "abuse" is definently debatable in my opinion. My issue was my car sometimes not going into drive, beyond that the car drives just fine. I do not know if it is just a blanket term for liability that the business uses.

   

  3. The symptoms present are my vehicle still has issues going into drive, I am not sure why my milage would be important as it would have been very low if I was not told I would not be covered under warranty. There are obviously more miles on my vehicle as it is my only one and is used for work. Seeing how these communications are going it seems like the business may want them for reasons to further dispute. 

   

  4. I do not claim anything, I also have my Iphone call history which I have provided attached to this thread. I am surprised to see that even some calls are missing on the 24th which we had and a different number at the same time I was on the phone with this business. I find that very strange.

   

  5. Again there is no claim, I have attached the screenshot of the call that was made. For who I spoke to, the business claims only ***** was working on the phones that day. As I said before I am pretty sure it was not her as I had spoken to her on a few occasions as she was the only person I was able to speak to. I however will not assume anything anymore as the comment made seems condescending and think the business should figure out if it was her or someone else. The fact is I spoke to a representative of D&L and it was relayed to me my warranty was null and void. I have had no contact from this business since being denied the warranty until this complaint was made. If in the business view is that I just did not show up that following Monday and as stated in the previous reply that a ticket was on the desk of the representative, I find it peculiar that they never tried to contact me. Reading how I am portrayed in this reply, I should say it shouldn't surprise me.

   

  6. I cannot comment on the accolades and achievements stated, I can only speak of my experience which I must say was absolutely horrible. When I received the call that my car was "repaired" and was in working order after being "tested" multiple times I was actually quite happy. The time it took was unfortunate but I was told the problem was fixed and I could have looked past that easily. I wanted my vehicle in working order as I paid D&L to fix my issue and it was stated that it was so. Everything since I retrieved my vehicle however has left a very bad taste in my mouth and has opened my eyes to the practices of locally owned repair shops. Many others may have had great experiences with D&L, I sure wish I was one of them. My issue was not fixed at all and was charged thousands of dollars for it to not be fixed.

   

  7. Again, I do not know how many times I have to repeat myself. I relayed to ***** I would return that following Monday (The 27th), I tested positive for Covid that weekend and called on the 27th and the person on the phone told me my warranty would not be covered. The person who is writing the responses is now putting actions on me that is untrue, I do not see what choice I had. I was denied a reschedule and my warranty was not going to be honored. As far as I can tell I had two choices, drive up to the city and throw a fit or just accept that I was denied warranty. For if they could verify if the symptom was related to the work they did, the mechanic at D&L okayed the vehicle and as stated to me by ***** that multiple people test drove it and gave it the all clear as repaired and after driving towards home and the symptoms still being present I do not think it far fetched to state that it was.

   

  8. In closing it seems that this communication is breaking down in my opinion. It seems by the response given to me by D&L that I did not make a call on the 27th to reschedule (I did and have attached the phone log), this "mystery woman" as they stated, all I know is that it did not sound like the woman I had spoke to over the month of repairs. It seems like everything I have stated in their view are far fetched or using language to hint that I am a liar and simply just ignored returning with a unrepaired vehicle that I had spent most of my savings on. Then I am made to blame as they state "I chose this". I have found this most recent reply to be attacking my character and disrespectful. Further cementing my view that this business should not have been the choice I made for my "repair".
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/03/2025

  I have attached the only paper work I received from D&L Transmission and the statements of their "Warranty" 

  Business Response

  Date: 04/04/2025

  This warranty is 12 month/12,000 miles. OTRO when listed reference 'On This Repair Only'. There is exact description of what is and is not covered within the warranty. Abuse of vehicle is not can void warranty. This means that when customers continue to drive the vehicle knowing their is a problem, a warranty will be voided

  Customer Answer

  Date: 04/04/2025

  Complaint: 23090499
  
  I have reviewed the business' response and am rejecting it because:
  
  I called to come back in the same day I retrieved my vehicle for that following Monday and was told my warranty was voided when I called that Monday to reschedule because of Covid. There has been no abuse to the vehicle and your definition of abuse is not accurate. It has an issue going into drive not shifting into gears. Again I state I tried to return as soon as I could and was denied. 3 Days after picking up my vehicle and discovering the issue I paid $4,000 dollars for was not fixed.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/07/2025

  Mileage on the vehicle has still not been disclosed. The customer is out of warranty. We will be taking no further action.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23090499
  
  I have reviewed the business' response and am rejecting it because:
  
  Milage is ******* far below ****** on parts and repair labor. They denied warranty three days after picking my vehicle up which had less than 150 miles on it since leaving the shop, not that they even asked then as obviously it was barely driven.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/08/2025

  "The business has provided BBB with its position.  We have reviewed its response and determined it indicates a good faith effort to resolve the issue." Can you explain what good faith effort they made to resolve this issue? I am confused how this could possibly be the determination.

• Initial Complaint

  Date:12/19/2023

  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.

  I have brought my vehicle to this location several times. Each time claiming to have fixed my issue only to find out that nothing has changed

  Business Response

  Date: 12/20/2023

  Response to complaint ******** : ***** *****
  Original invoice date 8/9/2022
  Mr. ***** purchased a transmission for his truck, a 1993 GMC Sierra and had someone else install it. The transmission he purchased has a 3-year warranty. Total cost including tax was $1,612.34.

  On 12/7/2022 The truck came into our shop.  We found the vehicle had a faulty ECU (Electric Control Unit.  This is not part of the transmission.  Mr. ***** wanted to purchase his own part and we allowed him to.  We put the part on his truck and transmission working fine.  No warranty on ECU since he purchased it. Total bill for diagnostics and installation of part $248.80.

  On 10/18/2023 The truck came into our shop. Customer has, as this time, put approximately 30,000 miles on this transmission. Customer complaint was that his truck wouldn’t roll backwards when sitting on a hill while in drive.   We did recheck his transmission and the transmission was functioning as it should at that time. Technician also noted that the engine runs poorly and has very little power. The mileage at this time was 385,000.
  The following is the technician notes that were given to the customer at this time:
  “ATF FULL AND CLEAN. ENGINE RUNS POORLY-LOW ON POWER. NO SHUDDERS FROM TRANSMISSION AT THIS TIME, PAN IS CLEAN. WHEN SHIFTER IS IN DRIVE-PRESSURE IS ON. WHEN SHIFTER IS IN REVERSE-PRESSURE IS ON. VEHICLE WILL ROLL BACK IN DRIVE IF HILL IS SUFFICIENT TO OVERCOME THE CONVERTER’S ABILITY TO HOLD THE VEHICLE IN PLACE. IT’S VERY INPORTANT TO ASSURE THE VEHICLE IS STOPPED BEFORE PROEEDING TO GO IN THE OPPOSITE DIRECTION AS SEVERE DAMAGE WILL RESULT. WHAT THIS MEANS IS IF THE HILL IS BIG ENOUGH FOR THE VEHICLE TO ROLL BACK YOU MUST KEEP THE BRAKE HELD TIGHT UNTIL YOU GO FORWARD OR BACKWARD OR IT WILL DAMAGE THE TRANSMISSION. DON’T ALLOW THE VEHICLE TO ROLL OPPOSITE THE GEAR SELECTED!”

  Our warranty requires customers to service their transmission every 2 years or 30,000 miles. As long as Mr. ***** has proof of service records his warranty would not expire until 8/8/2025.
  He does have engine issues on his truck and should address those issues to maximize the performance of the truck. 

• Initial Complaint

  Date:11/01/2023

  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.

  I was referred to this company by company name: auto ********************* of Cape Girardeau . I let them know he said I had transmission fluid leaking out of the back of the pan. They said it was fixed then I took it back to ***** to find out why I was having trouble again. He lifted my car up and seen the same leak he sent me for the first time. I attempted to talk nicely to the owner about it and they refused to help me and said I was wrong. I do have video of this conversation Id be happy to share. My vehicle running worse now . Please help me to fix this issue.

  Business Response

  Date: 11/02/2023

  November 2, 2023
  
  Re:  Response to complaint #********
  
  1. Originally the vehicle came in on Sept 22, 2023. Customers concern says leak around or in pan.  Upon inspection, our technician found the pan bolts loose. He cleaned the area, resealed the pan and retorqued pan bolts. We let sit overnight to ensure the leak was corrected.  Was fine, no leaks at all.

  2. Customer returned with the vehicle on October 31, 2023. stating the pan was still leaking.  We cleaned the area and inspected for leak.  Our technician verified leak from the main seal on the control solenoid where it seals in the case. This leak does drip down onto the transmission pan, once pooled up enough it would drip off of the pan. 

  3. ************** insisted we didnt fix the original leak.  She said that her other mechanic said it was the same leak.

  4. The other technician that referred ************** to our shop is ********************* at Auto ***** Repair. He and I have a are about a block apart, so I went to speak with him regarding ************** vehicle and behavior on the phone and in my office.  ***** told me he did tell her there was fluid dripping off the pan but did not give her a diagnosis. 

  5. ************** behavior in our office was so out of line, accusing my wife (and business partner) that she was lying about being the owner among other things, acting extremely mentally unstable and my wife had to threaten to call the police to get her to leave our property.  ************** left with her vehicle without even paying for the leak inspection of $50.00. 
  

  6. ************** asked multiple times to speak with me.  I was at lunch.  She was told I would be back after lunch, and she said she would be back to talk to me.  She never came in.  I watched the entire video as we have surveillance inside and outside our building and I have verified the disrespectful behavior from the customer. 
  
  ********************** and **** LeGrand, owners
  D.L. TRANSMISSIONS, LLC
  *******************
  ************************
  
  Phone: ************

• Initial Complaint

  Date:05/08/2023

  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.

  I took my 2014 Ford Focus in a couple of months ago to get the transmission fixed. I paid $2,600 for them to rebuild the transmission. Since then the transmission light has continued to come back on and we had to take it to back 3 additional times. The second time they put a used clutch A actuator inside and it's causing the transmission to fail and other parts to not work well. A few days ago we took the car back to the shop and they said they couldn't get it to duplicate the issue when they drove it. We checked mileage and it was only moved about 1/4 of a mile and there was no way they could've done thorough testing. When I went back to the auto shop about the issue I was told they would not honor the warranty, they were rude, and they asked me to leave. I've also took the car to other auto shops and was told the transmission needed to be rebuilt.

  Business Response

  Date: 05/09/2023

  It is obvious that Mr. ********* supplied you with false information. Please note attached copies of invoices (including dates , amounts and mileage)
  
  1. The original date the vehicle came to our repair facility was May 11, 2022. That is a year ago, not a few months. 

  2. Mr. ********* says he had his car here for the transmission to be rebuilt. That is not true, we do not even rebuild those types of transmissions in our shop. 

  3. The repair that was done was a dual clutch assembly replacement and the warranty that comes with that repair is 12 months or 12,000 miles whichever comes first. The mileage on the original invoice is 152,418.
  

  4. Mr. ********* also stated he paid $2,600.00 which is false.  The amount of the invoice (see attached) is $1,837.06.
  

  5. The 2nd time the vehicle came in was March 6, 2023, nearly a year after the original repair. Mileage recorded at 162,042. It was determined that the vehicle needed a clutch actuator.  That part is very hard to find, the dealer has over 70,000 of them on backorder and very pricey, we found a used part for a reasonable price and Mr. ********* chose to go with the used part.  Used parts are sold as is with no warranty. Also, this part is external to the clutch assembly and is NOT inside anything as Mr. ********* is saying.
  

  6. March 15, 2023, Mr. ********* called and said the car was having shifting issues. We allow 2 business days for a vehicle to arrive at our shop once a possible issue has been brought to our attention.  Mr. ********* never brought the vehicle in.  A few weeks later, my service writer called to check on the car and Mr. ********* said everything was fine.
  

  7. On April 11, 2023, the vehicle came back in, mileage recorded at 163,810.
  Complaint about slam shifting and delayed shifting.  My technician verified a firm shift one time on the road test.  The ending mileage after road testing was 163,889, that is a total of 79 miles of road testing. No symptoms or codes returned during the testing. 

  8. On April 18, 2023, the vehicle came back, customer says the code came back on his way home. Mileage recorded 163,906.  My technician notes state: road test 5 miles with no symptoms. He checked wiring connections to the transmission and cleaned the grounds to the transmission (which the customer should have been charged for those procedures, but we didn’t charge him) and then went on a 2nd road test of 10 miles with no symptoms.
  

  9. On May 2, 2023, the vehicle came back. Mileage recorded 164,479.  The mileage is out of warranty. We had done an initial check of a short drive to see if there was a symptom immediately present, there was not. My technician did note the battery was very low and slow to start/slow crank. Mr. ********* left his vehicle at our shop for less than 24 hours; he came in and was furious that we had not been working on his car.   We explained to him that all our lifts were full and there were other customers whose cars were here and already in progress, and it would be a day or two for us to look at it.  He was unsatisfied and said he was just going to take the car.  That is his choice.  Our warranty coverage has expired and so we have no reason not to let him take the car.  My technician believes there is another issue with the car, but the clutch that we replaced for them a year ago is working properly.
  

  10. Mr. ********* became very rude and threatening in our front Lobby, I do have surveillance cameras, it was bad enough that we called 911 and asked for police assistance and that is when Mr. ********* left our property.
  We have gone above our normal procedures with rechecking their vehicle. Their warranty is expired, their clutch is still working properly.  
  

  11. Mr. *********’s wife (who wasn’t even present) left a 1 star review on google, my desired settlement is that review be removed.  

  Customer Answer

  Date: 05/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  As of the last experience I would like to have them bring up the security camera footage with audio as proof that I did not and was not threatening in any manner and was trying to stress how that something was amiss with the repair and had brought it in too many times for them to not been able to bring up some kind of data or failed test. It was Ms. ******* that became hostile and agitated and cursing wildly at me. Be it known that it would be poor form for me to act in such a way while in my work uniform as a law enforcement ******* and that I too had my audio on as it is on while I am in uniform with my body cam. Her mannerisms reflect someone who is trying to be deceptive and seemed upset at having her trustworthiness challenged. I would also like to note that I pointed out to her that her foul language was not acceptable and as a customer would not accept her tone that is when she told her office worker to call the police. May I also note that police did not show up and I was there waiting for her to return my automobile and keys for whiich she complained about not having any available lifts but my car was actually parked in the shop and had to be unplugged and retrieved before I could leave further implying she did not know what was going on with my car or the circumstances in her own shop. I was not contacted by a member of law enforcement during or prior to this situation.

  As for the repairs using a used part, I was not instructed or notified of a used part being replaced or that parts were on back order. I only found out about them using a used part when the vehicle was completed and picked up by my wife and was only then at that time told of a used part. I would not have approved of this repair based on my automotive background. I am aware of the procedure and mechanical reset protocol of said part and do not believe it to have been installed correctly and has led to a failure possibly compromising the clutch assembly.  

  To address the battery issue, the battery was not an issue but am willing to accept that the battery may have been weak based on its time of service but would also be one of the sources to check before doing repair as it is a key part of diagnosing potential issues and would be something a repair facility should have noted to be added to the repair or for it to be addressed by the customer both as a potential sale and for proper diagnosis while doing electrical based diagnostics

  To address the times when the car could not be brought to shop was due to intermittent failure of parts to function properly and was told to bring it when it was acting up. it would act up and be after hours and we would attempt to take it in the next day but would drive normal so we would wait for it to act up so as to make sure it was not sent home with a technician saying they could not get any symptoms. I also see that there is not a beginning and an ending mileage for distance driven and leads me to believe it was not fully tested. I have included a picture of last drop off odometer reading and a picture of odometer reading when car was picked up before leaving their repair facility. I am still rated as an ASE senior master technician for automotive repair and have been trying to keep an eye on this failure and can tell you there are 3 primary tests associated with this issue regarding the codes and drive data that has been recorded and myself and two other shops have noted that test 1, drum test always passes. test 2, is the electrical actuator test which always passes, and test 3 which is a shifting test and in every instance both from my scan data and from the other 2 shops fails every time the test is ran. Both other shops the car was taken too had not previous knowledge of previous work or what was or was not replaced and both shops both said the same thing a new clutch kit with solenoid A and B along with the mechanical actuators were needed to fix the issue based on their professional opinion and diagnostics of drivability and data. I checked on prices and availability of the parts in question that I was told were on backorder and I could purchase these parts and have them delivered in 2 business days from parts companies that I used while working for ********* Complete Auto Care and at Ford Motor Company for much less then the used part they installed. Average cost of part for Motorcraft part is $68.00 per unit and the transmission has two units in its assembly. Evidence would show that the reputation and accuracy of what Ms. ******* was presenting to me was inaccurate. I have sent numerous clients and friends locally to their shop because I believed in Mr. ** ******** abilities and professionalism from past dealings. Unfortunately I was not able to discuss this with Mr. ******* and was met by his wife with hostility as she is one of the front office and first persons you interact with. It seems like they never made the repair a priority after it came back and was not taken seriously. All shops I have worked for make comeback repairs a a priority but at every turn I was always told by front office staff that they would try to get to it and they had other customers before me. I would just like for this transmission to be fixed and a trusted repair performed. if they cannot perform this task or they don't have the time to service the customer I would like a refund so that I have it sent to a repair facility to be properly repaired. 
  
  
  Sincerely,
  
  ******* ***** *********

  Business Response

  Date: 05/12/2023

  2nd RESPONSE TO COMPLAINT # ******** 
  Response by ****** *******, Owner/Master Transmission Rebuilder

  
   1. To the best of my knowledge, due to the clothes Mr. ********* was wearing he is a private security guard not a police ******* and he had on a polo type shirt, I did not see any type of body camera on the video.  I was able to pull up the video, when I played it back the sound was very choppy and hard to understand. I called my alarm company to come to our office to see if he could fix the sound quality and he determined there was a malfunction with the microphone on our camera.  However, since Mr. ********* claims to have had recorded audio and video perhaps he can provide the footage as without audio it is pointless.  Also, any video is literally irrelevant to the work that was done and the fact that the warranty is expired.

  2. Mr. *********’s car was not in the shop or plugged in to anything when he came by.  It was parked in our back parking lot. We typically do not allow customers behind our building for safety/insurance measures and when a car is parked in the back, we have one of our technicians drive it around for the customer and that is exactly what happened.      

  3. Mr. ********* called on Tuesday May 2nd at approximately 10:00 am and said his wife was dropping the car off.  They did not have an appointment. As was stated in our first response the vehicle was driven initially around the block and parked.  No symptoms were present on the short drive. Our hours of business are 8:00-5:00 with lunch from 12:00 – 1:00. The customer showed up at 9:00 am the next day, May 3rd, (not even a full 8 hours of actual time we are here) Mr. ********* was very upset that we had not worked on his car yet. We explained that we had our lifts full and had customers that were ahead of them.  It is not uncommon for a vehicle to sit here for days before we can look at it.  We are a very busy shop.

  4. As for the used part.  They had no other options; those parts are on a worldwide back order and there were none to be found at that time.  My service writer called Mr. ********* regarding this, and Tracy’s name is on the authorization line. We fill in the authorization line while we are talking to the customer, and they approve the needed repair. Last time we checked the part is working properly. There is nothing indicating any issue with the used component, and it is an external component (Not in the Transmission)

  5. 4/11/23 vehicle was driven a total of 79 miles with our test scanner attached, no symptom was verified during 3 separate road tests. No symptoms. To complete any repair, you must first verify the customers’ complaint/symptom.

  6. 5/2/23 vehicle was dropped off to check out, customer comment was “slamming into gears” code present.  Indeed, there was a code stored.  The procedure for troubleshooting any code is to first record it, then clear it.  Any effective work or correction at that point is completely dependent on the code or a symptom recurring.  Without a current code (active) or symptom there is no way to proceed.  Also, Mr. *********’s car is out of mileage for the repair we did to still be covered but we were still attempting all we could do, at no cost, to verify his complaint.  Most often, abrupt shifting and or hard shifts are often traced back to software/module issues. 

  7. We never told Mr. ********* we wouldn’t or couldn’t fix his car.  Intermittent problems are sometimes very difficult, if not impossible, to diagnose.  This can be very frustrating for all involved.  Now, with the display of foul behavior in our office we would rather he find another shop for his future repairs, or he can fix it himself since he is a mechanic.

  8. Codes can set due to voltage and ground issues; this is very common. Last check out, we verified the system voltage (battery) was low. Yes, there was a code, but we have no idea at this time what set it, or when it set.

  9. The vehicle is out of warranty for the work we did. The clutch is working properly. No work was ever done to the transmission by us, only the clutch.

  In closing, we work very hard to maintain a high level of customer satisfaction.  I encourage anyone to look at our ****** or **** **** reviews.  We also do not take kindly to foul behavior in our front office.   We clearly have signage posted as soon as you enter our building that states:

   “Please be kind & patient with Our Staff.  We are doing our very best to help all our customers.  Foul behavior will not be tolerated.”

  It is unfortunate that this situation escalated as it did, however we will not allow anyone to berate or harass our Service Writer in any form.  A good Service Writer is very hard to find. It took me 7 years to find someone who can do this job well and Sarah is an asset to our business.
  
  Thank You
  ****** *******

  Customer Answer

  Date: 05/16/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Regardless of whom I work for I still perform law enforcement duties and fall under the same scrutinous eye as any uniformed officer. I can provide the audio if needed but audio and video is usually reserved for criminal case evidence, but I will put in the request for a copy of required paperwork to have it released if needed. Unfortunately, it will clearly show that I was not hostile to the degree that is being accused but it will show that Ms. ******* used excessively foul language against her own rules, at me, according to her stated sign/policy that I have not seen but on the same hand was not looking around the waiting area for such. Using the **** word repeatedly at a customer because they disagreed with her lack of fervor to take care of an already paid customer seems more of a breach of her own demeanor than me complaining that it did not seem like she was motivated to seek and repair the problem. I do find it strangely ironic that suddenly they have technical issues with the one thing that can provide proof of misconduct. I can say that the video even without audio can show body language that can denote hostility.

  I digress that yes, I am a mechanic and was so for many years until I RETIRED from that line of work. I earn enough now that I allow others to do those tasks so that I can concentrate on my current career and family for which this has caused catastrophic issues due to an investment that now cannot be utilized. It is a very costly repair that I trusted them to perform and yet in a relevantly short window of time has become inoperable compared to how long the average transmission lifespan is and after a repair of this nature.

  When I came to pick the automobile, she was unable to locate keys in a very timely manner and seemed quite agitated at the fact while rising her voice and yelling obscenities. upon finding the keys she was yelling, and I do mean yelling, at her "service writer" to call the police when she hadn't even produced my key or automobile and even though I waited for several minutes in my vehicle on the street after her unsightly candor they did not show, but she also didn't know the car was not out front and it was Ms. ******* that stated it was in the shop and she would have it brought around. We were never at any point notified of a low voltage or electrical issue with this automobile. which now has me wondering if it was previously even diagnosed correctly to start with as Ms. ******* had stated the technician believes that there may have been other underlying issues that caused malfunction. This automobile has never had any previous replacement parts installed or work performed on the transmission assembly or noted in its history to my knowledge. As for the used parts, I was never notified previous to completion of used parts or inability to obtain a new part. Within 24 hours of this I found three different vendors that had the full assemblies and could ship within 24 hours of ordering and find it unreasonable that a backorder of that magnitude could be circumvented that quickly.

  Again, all that is being requested is for a correct repair or a refund given so that it can be taken to another shop to be correctly repaired. 

  
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 05/18/2023

  I had forgot to add this as I just received this estimate from ******* ******** transmission on w hwy in cape girardeau missouri further showing compromised repair. I have one other estimate from ******* ****** in Leopold Missouri and am waiting for an emailed copy but he also had stated identical issues and repair.