Complaints

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• Initial Complaint

  Date:09/20/2023

  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.

  My car would start but not engage so i called MrTransmission on5/18/22 diagnosed my 2008 Dodge Charger as needing a trans rebuild .After thirty days, the vehicle repairs were made but after operating the vehicle the same erratic behavior occurred. The vehicle was picked up and transported back to this facility for a second time. After a couple of months passed I called Mr. Transmission I questioned the possible problem with my vehicle, along with the expected date of repair. The initial response was given, was a part was in transit and once delivered it'd be installed but would not operate as expected without programming. I was assured that a programmer had been contacted, and was to program my vehicle which would allow proper operating conditions. After programming was to have occurred, the vehicle still would not drive as expected. The company insisted that i provide information regarding the converter and camshaft that were within my vehicle. I provided this information and continued awaiting the repair process of my vehicle. However, after no progress occurred with the repair of my vehicle, they occupied the vehicle for a year, I made an in-person visit to Mr. Transmission and I spoke with the owner who explained that the vehicle was not operating as expected, but stated that changing the camshaft and torque converter may improve the conditions. With the owner, not being able to guarantee that this was the problem causing my vehicle not to drive, I was left with no other option but to retrieve my vehicle. After obtaining my vehicle, there was an overheating issue, several no start instances, and the inability to drive the vehicle. As a customer, I expected ******************** to not only repair my vehicle, but to also ensure that no further issues developed while the car was in their possession. Not only was the vehicle not properly repaired, but several issues have developed since the company's initial repair attempt. This has cause me to be unable to commute.

  

  Business Response

  Date: 09/25/2023

  I cannot attest to what happened prior to September 10, 2022, as the Mr. Transmission at **************** was owned by FHL, inc. until to September 9, 2022. The current owner, ****** ***************************. took ownership of the property and under a separate franchise agreement than the former owner,FHL, inc. on September 10, 2022. 
  The cost of initial repairs for the 2008 Dodge Charger vin# 2b3la73w78h164082 was actually $3,834.00 including sales tax.  
  This car was paid for and picked up on July 16, 2022, when the business was owned by FHL, INC. The 2008 Dodge Charger was brought back to us late October 2022. We got it into production and rebuilt the transmission again. It was not working quite right.  After multiple test drives, diagnosis, and ample research, we determined her vehicle had an aftermarket cam in it and that is why the transmission burned up; it also damaged the newly rebuilt transmission. The aftermarket cam in the engine comes with a code sticker (usually placed on the vehicle by the mechanic that did it) that assists in properly calibrating and programming the computers that control the engine/transmission.This sticker was not on the vehicle and we did not have the needed info to program/calibrate the transmission without the code sticker from the cam. We advised **************** of this in December 2022. We gave her options to find the info or change the cam so we can have the proper info in order to program. She advised she will find out the needed info. Anticipating her finding the information, we went ahead and rebuilt her transmission for the 3rd time and purchased a $1,000 performance torque converter as it would be needed with the high performance cam, which is about 4 times the cost of a stock torque converter (also, we did not charge this extra expense to ****************). We spoke with her multiple times about the cam info in January, February and March.In April; she advised she cannot obtain the information needed. We told her again that she can replace the stage 2 cam with a new one or replace it with the stock cam so we can have the code sticker and calibrate/program the transmission properly as we are unable to do so without that information.  She wanted to wait and think about what she wanted to do. **************** decided she wanted to just come pick up her vehicle in June of 2023. She was advised we cannot complete programming and the transmission will burn up if driven. Due to this, she was told that if the vehicle left the property, the warranty would be null and void as the vehicle cannot be properly programmed/calibrated without the above stated options; she refused to sign the paperwork that stated this. She said she wanted her money back. I told her we could remove the rebuilt transmission and re-install a good core to put her vehicle back to pre-repair condition and refund 100% of her money. She refused. She wanted to keep the new, $4,400.00 (plus tax) performance rebuilt transmission and have us refund her entire payment of $3834.00.  I advised her that we cannot give her a new transmission and give her money back. I explained again that we can put her vehicle in pre-repair condition and refund 100% of her money. She decided to take the vehicle with the new transmission already installed and was advised again that the warranty would be null and void if the vehicle was taken off the property before fully being repaired and we would not be able to refund her money if the vehicle was taken off the property. **************** decided to take her vehicle from the property on June 23, 2023, instead of getting 100% of her money refunded. She also refused to sign a document confirming she had been told this information. However, the entire conversation is on video from multiple cameras.  
  
  ********************************************* ***************************.(DBA Mr. Transmission)
  CEO

  Customer Answer

  Date: 09/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20633643

  I am rejecting this response because: My primary contentions entail apparent inaccuracies and inconsistencies in the response I have received from their  end. It appears that Mr. Transmission has misrepresented certain details, and I possess audio evidence that verifies my claim. It was mentioned that extensive testing, diagnoses, and research supported their decision that my vehicle has an aftermarket cam. However, any mechanic well-versed with their craft could have identified the cam's nature simply by starting the vehicle. This scrutiny should have transpired the very first day Mr. Transmission took possession of my vehicle.
  
  
  Further, the claim that information was requested from me, specifically the cam numbers, in December 2022, to facilitate the appropriate repairs appears misconstrued. The topic of cam numbers was not broached until a year later, post the unsuccessful attempted rebuild. Alarmingly, despite acknowledging incomplete repairs, Mr. Transmission received full payment for partial services rendered, amounting to $3,800. I firmly believe a fair portion of this sum should be reimbursed to me.
  
  
  Alternative solutions proposed by Mr. Transmission, which involved refunding all of my money and replacing my high power transmission with a lower grade one, were unsatisfactory. This compromised the integrity of my original intention, which was to rebuild my existing transmission.
  
  
  The communication on September 25th, 2023, that urged me to get in touch with you to iron out our differences, ended with ***** threatening a lawsuit, claiming defamation, and seeking a restraining order. With such allegations being charged, I see no way forward for this issue to be resolved without recourse to legal representation.

  Regards,

  *************************

  Customer Answer

  Date: 10/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20633643

  I am rejecting this response because: no resolution occurred 

  Regards,

  *************************