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Business Profile

Auto Repairs

ProTran Automotive, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair 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.
    Transmission was originally installed in February 2024. We noticed a leak coming from the transmission and took it back on June 28th. That isn't the complaint because we know this issue might have been out of their control. Was told that we needed a new transmission because there was an issue with the installed one.I wish I would have kept a record of all calls and conversations, but I remember a few. - On July 8th, I was told we could possibly have it back by July 12. - On July 11, I was told the transmission was delivered and they would start on it. - On July 16, I was told they were not sure why no work had happened yet and someone would get back to me on the 17th. No one did.- On July 17, I called and was told work would start in a day or two - On July 18, was told a vehicle was in front of it and that it would be Monday, July 22 before they could get to it due to having a limited number of lifts and that the faulty transmission would need to be dropped before the new transmission would be brought to the shop (so I guess it was never delivered). The new potential finishing date is Tuesday July 23rd. For all calls except the July 16th call I spoke with a gentleman that went by Bill.It just seems like there is one thing after another that keeps delaying it. Also, conflicting information has been frustrating. One of the frustrating conflicts was regarding a rental car from the company selling the transmission. We were originally told the transmission company asked if we would need a rental car, but when I inquired further about it was told the transmission company doesn't do that. Why offer that information if it isn't possible?Curious if it keeps getting pushed because it is a warranty replacement.Definitely not the same level of service we got when purchasing the new transmission. Hopefully this formal complaint will not delay the service any further.

    Business Response

    Date: 07/24/2024

    Hello ******************. I'm sorry about all the confusion. I have spoken with **** and reviewed all of his notes regarding your Warranty transmission. Unfortunately a lot of our time schedules depend on our vendors and that is why time frames always change. None of our vendors provide rental car service, that is a service through insurance companies or warranty companies. **** said he did call the vendor just to make sure on your behalf. We have 3 mechanics and take in many vehicles a day and we do have to rotate to keep the business moving. I'm sorry that when your transmission arrived your vehicle wasn't brought in immediately, the techs had to finish the vehicles they started while waiting. We generally do not take this long, we strive to get vehicles out as soon as possible. We want you to have your vehicle but we also want it fixed properly. Yes, things happen such as the leak you spoke of, that is out of our control. I honestly hope this doesn't not keep you from returning to us in the future for general maintenance or services. If you have any more questions please call ************. I am always willing to help clear any confusion or issues that arise. Thank you.

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