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:01/22/2024

  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.

  I initially purchased a transmission from Monster Transmission on January 23rd 2023. I spoke with ***** and paid $3,805.22 including shipping and a refundable core charge of $650. My invoice number is MT555240. The initial process went great. It took a couple of months to get the transmission which I understood up front. On March 14th 2023 the transmission was installed and core returned. At about three months and a little over ***** miles of driving I experienced issues with the transmission and contacted the business to have it replaced under their "Wowanty". The process took a few more months and I received the new transmission on June 29th 2023. A shop installed it and sent back the core. I paid ********************* $1,547.88 for the install along with fluids. (The shop was a recommended shop of Monster Transmission according an email they sent me. I filed a labor claim with Moveras the company that processes the warranty claims on July 21st 2023 (claim number ******). After a lack of communication from that company I followed up with Monster Transmission on these dates amongst others: Oct. 25th (********), Nov. 2nd (*****), Nov. 14th (*********), Nov. 27th (Taz), Dec. 18th VM, Dec. 19th (******). When the transmission was received it was misplaced and according to the information I received the communication between the two companies had been on going to find the transmission. On my final call with ****** she advised I would be receiving $170 for my claim, $150 for three hours of labor and $20 for fluid. I received a check the week of Jan. 15, 2024 for this amount and Moveras claims the decision was based on alldata.com repair estimates. I tried to go to the site and validate, but it requires a monthly subscription of $189 + $39, more than my reimbursement. The lack of professionalism and dedication to customer service have left a bad taste in my mouth. I would like to be compensated for at least half of what I spent on the install of the 2nd transmission.

  Business Response

  Date: 02/05/2024

  I have attached a copy of the All **** file listing the All **** book time , whereas warranty time is 65% of the retail time.  The Moveras warranty guidelines are as follows, $50 per hour based on All **** warranty time up to a maximum payout of $300. plus $20 for fluid.  If you have any other questions please feel free to contact me @************ or ***********************************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: I have attached a screenshot from the companys site where it goes over the wowanty information.  Can you please provide the section where the 65% is mentioned? Also how often does the All **** information update. You cant genuinely use the same labor that year over year as that changes. Thank you. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/19/2024

  Our warranty states that we pay Alldata warranty time, which we paid.  The warranty time is 65% of retail book time which we paid.  In addition, the labor time doesn't change over time, it takes the same amount of time to do the repair today as it did 3 years ago.  The claim was paid per our labor guidelines.  There is no further offer.

   

   

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: Are you able to provide the section in the warranty document that states that only 65% will be paid out? 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/07/2024

  We have followed the guidelines of our warranty and reimbursed the labor claim accordingly.  We have sent screen shots of the ******* standard time and explained the percentage of the warranty time.  The customer does not accept our explanation, there is no further offer. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: Thank you for providing the all data information. You mentioned that you provided the necessary documentation, but you have failed to provide any legal documentation which states that the warranty pays out only 65% of the cost. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/19/2024

  I have again attached a copy of the AllData labor time page the highlighted area is the retail labor time of your unit which AllData does not list the warranty time for installation of complete assembly without transfer of parts however if you look just above that your see where AllData lists the warranty time for complete assembly with transfer of parts, which is 3.7 hours.  Therefore, in order to resolve this issue we will pay that warranty time which means we will send you a check for an additional $35.

• Initial Complaint

  Date:11/29/2023

  Type:Billing 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.

  In the beginning of October, I purchased a transmission through this company through the representative months of transmission. The transmission arrived completely dysfunctionable and shorting out my electrical system before this, i'd purchase another transmission from this company through their online vendor autozone, this transmission sounds like an aircraft taking off both transmissions were returned. I ended up fixing the monster transmission myself at a cost. I have over $6000. Invested in transmissions that do not work for this company.

  Business Response

  Date: 01/05/2024

  The customer purchased two transmissions from us, one of which he returned and received a full credit.  Per our warranty the customer needs to contact us if there are any issues that they are having.  We have no record of the customer ever contacted us, furthermore from their complaint it states that they went and had the other transmission repaired somewhere else without notifying us.  As a result, the customers warranty is void and there is no reimbursement for warranty labor since they did not follow our warranty guidelines.

  Customer Answer

  Date: 01/05/2024

  Yes, the transmission was repaired by myself. But monster transmission provided me with the parts that I need it and authorize me to make the repair. Because I was not taking the transmission out of my vehicle and sending it back and taking the risk of getting a third not working transmission so this repair was authorized by monster transmission. It is also sad that monster transmission represents themselves as building the transmission themselves. But it is actually done by a third party company in Vermont.  So this is a highly deceptive tactic on the part of monster transmission. They make their customers believe that everything is built-in house after Florida facility and handbill by professionals. Not people looking at computer screens who probably know nothing about a transmission and just follow instructions and are not actual train ASc certified mechanics

• Initial Complaint

  Date:11/20/2023

  Type:Product 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.

  June 6, 2023 Transmission was ordered from ***** ***** Products with a warranty from Moveras and it was received 3 weeks later. The tranmission was installed up to the point of connecting the shift linkage and found to be in the wrong position to complete installation. I contacted the company to inform them of the issue. June 22, I received a reply stating they are sending a truck to return the transmission. The shop nor I received a RMA#. June 28, the transmission was picked up, June 30 the company called asking for RMA#. We only had the ticket#, the information was given to the company and they acknowledged receipt. July 17, I contacted ***** ***** asking the whereabouts of my replacement transmission, no reply. I reached out to the company once again around mid August, could not speak with anyone only chat. September I tried again, only chat. Finally, I get a call from the company to verify VIN and I would be notified when the transmission shipped. I called the shop a week later and was told it had arrived. (No notification) I attempted to submit a claim but still didn't have an RMA#. There were many attempts to contact them and no communication on their part. I was without my vehicle for 3 months. I am seeking refund for installation costs of replacement transmission. Supporting documentation is attached.

  Business Response

  Date: 12/08/2023

  We have reimbursed the customer for the installation labor per our warranty guidelines.

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 will never purchase anything from this company EVER again! Purchased a transmission for my 2018 Yukon XL in October of 2022. The transmission was installed by a professional shop and the transmission was defective from the time I drove off from the parking lot of the repair shop. My vehicle jerked and jerked. I could not drive my vehicle because of the severity of the jump it would do when I drove it. Keep in mind I got a diagnostic test completed on my vehicle which was an additional expense that I incurred in order to prove to them that it was defective and we needed a replacement. This transmission was purchased through Autozone and I had to do a replacement warranty - it was granted and I am in the process of getting reimbursed. I spoke with a representative who gave me a "max" of what they would pay which was only $385 plus $150 for the programming fee. My vehicle is ready at the repair shop and the bill is $1950. I am a mother with children and I do not have the money to cover all of this. My vehicle is in the shop, ready to go (for a week now). It is not my fault the transmission was defective and I feel as though Moveras (whom sold the defective transmission from the initial install) should pay for the labor and reimbursements in full. I have tried contacting a supervisor to escalate the situation and I get told by the representatives that they do not have a supervisor readily available and I have been waiting on a call back since Friday (grant it, they were closing) and today is Tuesday and I have called three times to reach someone and left my phone number twice and no one has contacted me. Autozone said that it is in Moveras hands but they sold the part from the company. This is insane and I am looking for a solution to this madness.
  *Update —- They only paid $200 for labor reimbursement out of the $2900 I spent to get it fixed and programmed after they sent the wrong transmission.

  Business Response

  Date: 10/27/2023

  We have spoken with the customer and resolved the issues to their satisfaction.

  Customer Answer

  Date: 10/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/05/2023

  Type:Product 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.

  Just had THIRD Movaras transmission installed into truck and the THIRD one is bad just like the 1st and 2nd were. Have had to pay labor 3 times for transmissions to be installed and taken out because of the defective and unusable transmission that Movaras has provided.
  Transmission costs have not even been factored in yet.
  WE want a refund or a transmission that works with ALL labor being covered.
  they only offered $120 for labor which does not come close.

  Business Response

  Date: 10/16/2023

  We are working closely with the customer; we have arranged to send them a replacement remanufactured transmission at no cost and will help them with labor reimbursement for the transmission installs.  The replacement transmission will be sent out today.

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  Chose to buy the Moveras Pro transmission for the labor and milage warranty as well as rental coverage and had it installed by a professional. The transmission DID NOT WORK. They sent us an email saying a representative would reach out to us soon once the shop told ******** (dealer we bought transmission through) but they never did. I called and left a voicemail and no one got back with me. ******** ensured us that Moveras would cover the labor costs since the transmission doesn’t work and labor is covered under warranty; however they only reimburse up for $50 an hour! There are no shops in my area that charge less than $100/ hour for labor on a transmission install. So even though I have a warranty, I’m out $323 + $573 because the transmission DID NOT WORK and I will have to pay to have the replacement they’re sending installed. No where in the paperwork does it say labor is only reimbursed at a rate of $50/hour when you’re purchasing the product. I also asked about getting a rental since “rental is covered” and was informed the rental coverage is only $100. I would not recommend ANYONE buy a transmission from Moveras. Once they were informed the transmission wasn’t working and would need to be replaced, it took 2 weeks for them to finally decide they’d send us a replacement and it won’t be here for another 2 weeks so by the time I finally get it and get it put in, this whole process will be over a month. My complaint is: don’t advertise rental coverage when you’re actually only giving people $100, which will not cover a rental for 4 weeks while waiting on Moveras, and don’t advertise labor warranty when you don’t say it’s only reimbursed at max $50/ hour without putting that on the sales sheet. It wasn’t even in the fine print. I checked.

  Business Response

  Date: 10/05/2023

  We have sent the replacement transmission to the customer and we will process the labor claim payment.

• Initial Complaint

  Date:07/26/2023

  Type:Product 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 received transmission and put it in run fine for 10=15 miles and then transmission started slipping and would not go into gears. Took it to Ford dealership to have diagnostic check run on it. They said transmission was totally bad no good at all. Came back home called transmission company got another rebuilt transmission put it in. Took it for a test drive, drove it for 40 or 50 miles. Something broke in the transmission. I had to have it towed home. Pulled out transmission. Called transmission company got another rebuilt "over".
  This is the third transmission. I put it in drove it for about four hundred to five hundred miles and no overdrive. Can't get the overdrive to work. Transmission shifts up and down all the time. So I take transmission out call company and tell them I just want my money back. If they don't have a core to give me I will take the core charge in and that is $400.00. I just want my money. Tired of dealing with them. This is 3 bad transmission there is a lemon law I think that this qualifies. Thank yo9u.

  Business Response

  Date: 08/17/2023

  We have contacted the customer and the issue has been resolved to their satisfaction.

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The company requires you to change parts out under warranty, but fails to reimburse you for changing the parts that they require under the warranty contract.

  Business Response

  Date: 06/30/2023

  We have been in touch with the customer and resolved the issues to their satisfaction.

  Customer Answer

  Date: 07/05/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/05/2023

  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.

  2005 Dodge 2500- Diesel at 96Kmi transmission lost 2nd gear- replaced with a Moveras transmission in February 2022 w/3yr unlimited mile (personal use) warranty. Purchased through **** Auto $2500. This took about 2 months for the company to ship. This transmission lost reverse, 3rd and 4th gear at 108Kmi- replaced Feb 2023 under warranty after a lot of push back from Moveras and again about a 2 month wait. At this time we also had to replace the cooler as well $230. All work has been done by a trusted, experienced, licensed diesel mechanic. Currently 110Kmi (just 2k miles in) transmission has an issue with the Torque converter. The truck wants to pull forward at a stop- must put truck into neutral at a stop sign or stop light to avoid the truck from lunging forward. A representative from Moveras does not think there is a problem because it is not overheating or stalling out the engine. (yet) I feel this is a huge safety concern, as we have been instructed to drive the truck until it fails which will then cause (and most likely already has) additional damage to other components within the transmission. In addition, with a truck this size and weight it is a huge gamble to be on the road with a faulty torque converter. Further, we can not be without this vehicle another 2 months waiting for the new transmission to be shipped. The company should be standing by the product they shipped and honoring the warranty we have in place by replacing the transmission and paying all labor costs. This is completely unacceptable.

  Business Response

  Date: 05/09/2023

  Our tech team has left several voice messages for you this week.  We would like to help resolve your issues, please give the tech team a call back of if you prefer please give me a call or send me an email.  ###-###-#### or *******@moveras.com.  Thank you

• Initial Complaint

  Date:04/17/2023

  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 PURCHED A TRANSMISSION FROM AUTO ZONE WITCH CARRYS THIS TRANSMISSION,HADA 3 YR WARRENTY AND IT FAILED IN 1 YRS ALMOST TO THE DAY,I CONTACTED AUTO ZONE WITH LITTLE HELP FROM JOHNNY WITCH IS SUPPOSE TO HELP CUSTMORS ,WENT UP THE CHAIN TO A TONY WAS MORE HELPFUL AT FIRST YET NO ANSWERES ,I FILED THE CLAIM TOOK 5 TRYS AND FINALLY SYSTEM TOOK IT,THEY SENT A TRANSMISSION REPLACEMENT ALMOST A MONTH LATER AND IT WAS INSTALLED AND THEY ONLY WANTED TO PAY 200.00 IN LABOR AS THEY WANT TO SAY THAT IT ONLY TOOK 4HRS TO REPLACE ON A HUMMER H3 ,WHICH TOOK 8 HRS,BILL INCLUDED ,SO WE GET THE REPLACEMENT AND IT IS NO GOOD DIDNT EVEN GO 2 MILES SO AGAIN THE TRANSISSION IS BAD IT WAS EXTRACTED AND HAD TO WAIT ANOTHER 3 WEEKS AND THEN WAS UNLOADED AND SENT BACK AS SOON AS THE GARDGE GOT IT,AND THERE IS ANOTHER BILL FOR LABOR AND HAD THEY NOT SENT A BAD REPLACEMENT AND LEFT ME WITH OUT A TRUCK FOR 2MONTHS IS UNACEPTABLE,IVE FILED A CLAIM AGAIM AND IVE HAD TO PAY BOTH BILLS AND 3 TOW BILLS AND IT COST ME 2300.00 OR THEY WOULD PUT A LEIN AGAINST MY TRUCK AS THEY JACK AROUND AND TRY TO GET OUT OF PAYING,THE SECOND BILL NEEDS TO BE IN FULL AS THIS IS THERE MISTAKE. I FEEL AUTO ZONE IS ALSO AT FULT AS THEY SELL THE PRODUCT.I NEED FOR THESE FOLS TO MAN UP AND DO THEY RIGHT THING ..I LIVE 30 MILES FROM MY WORK AND HAD TO GET A WAY FOR 2 MONTHS.PLEASE HELP ME AS THIS HAS BEEN A HARD SHIP TO ME.

  Business Response

  Date: 05/03/2023

  We have paid the labor claims to the customer per the warranty guidelines, which is based on the All Data warranty times for their vehicle. In addition, we sent the replacement transmission at no charge even through the transmission installation guidelines were not performed properly.