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:02/21/2023

  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 was sold a ( Supposedly ) reman transmission from this company through AutoZone with a warranty for parts and labor. A total of 2 transmissions were provided due to them being nonfunctioning when received. Both transmissions had to be removed and sent back over the 5 months of waiting. The mechanic and the Chevy dealer agreed that moveras had to have been chemically cleaning these transmissions before shipping them. both the dealer and mechanic were curious how this company was getting parts to rebuild these transmissions when no one else has been able to for months. now this company is trying to say that these other companies were the ones chemically cleaning a transmission that was supposed to be ready to install when received. this same mechanic has installed a junk yard transmission since that is still working at this time. further indicating the problem was on the moveras side,

  Business Response

  Date: 03/03/2023

  The customer can return the remanufactured transmission where they purchased it for a refund.

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: My complaint is they are not honoring the labor part of the warranty. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/07/2023

  The customers labor claims payout was denied because they did not follow the installation instructions for installing the transmission per the warranty guidelines.  There is no further offer.

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  
  The transmission was installed exactly as required. Both the dealership and the transmission technician involved have over 30 years experience. It was the transmission technician that told the moveras technician he thought they were damaging the components trying to clean them up. The same technician and dealership personnel have since installed a junkyard transmission in my car that is still working as designed. Neither transmission from moveras worked from the time it was received. I’m not the only one who has been through this experience with this company. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/10/2023

  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.

  Submitted a warranty claim on 1/16/23 and was told that i would receive a call back in the morning. Its 2/10/23 and never got a call back or an e-mail. Submitted a new warranty claim on 2/6/23 and was told i would get a call back in the morning. Its been 4 days and still nothing... After reading some complaints on here- i think the only way to get warranty support from this company is to leave your complaints here. Pretty ridiculous that you have to complain to the BBB in order to get customer service

  Business Response

  Date: 02/20/2023

  We have been in contact with the customer, and I apologized for our response time.  We have sent him a replacement transmission at no cost per our warranty guidelines.  The customer is satisfied with the solution.

  Customer Answer

  Date: 04/11/2023

  BBB spoke with this consumer who has indicated that this complaint has been resolved to their satisfaction. 

• Initial Complaint

  Date:01/23/2023

  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.

  Purchased brand new transmission for van thru AutoZone from Moveras 06/02/2021 installed by Turtles Automotive along with new fluid and new HD Trans cooler and lines. Warranty 3 yrs 100k miles.
  
  Van is sitting at just 8130 miles since trans was installed and it has failed. Vehicle is strictly used on highway drives to/from work.
  
  Moveras will not respond to warranty request due to transmission never being registered?
  
  I purchased it from them thru autozone and was never given any paperwork except a reciept and warranty slip that stated it has 3 years 100k mile warranty -
  
  They wont even talk to me, tried calling, chat and online and they show no record of my VIN number
  
  I was never asked for vin number. They took my cash and gave me a piece of paper with date of purchase and warranty begin date - again, no one at any time asked for vin etc. I have recieipt as proof of purchase/warranty.

  Business Response

  Date: 01/25/2023

  We have been in touch with the customer, and we are sending them a replacement transmission at no charge under warranty.  The issue has been resolved to the customers satisfaction.

• Initial Complaint

  Date:01/03/2023

  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.

  On 10/21/21 I purchased a transmission from ******* Powertrain with a warranty from Moveras. The new transmission was installed in late November early December by a licensed mechanic. On 3/25/22 the new transmission went out! I then had problems finding a company that would deal with Moveras. *** **** does deal with that warranty company so I took my car there in middle of July. It took *** **** weeks to get a hold of them. I was then told I had to provide a receipt for the transmission oil cooling filter that was replaced prior to having transmission done wich is what I was told to do! I then provided the receipt in October and *** **** nor I can get a hold of Moveras to replace the transmission. My warranty says 3yrs. 100k miles parts and labor no fault warranty. I have provided all necessary information to *** **** but still can't get Moveras to answer or they put us on a voice message and say they will call back and don't! I need my vehicle, I paid for a warranty that I feel they don't want to honor.

  Business Response

  Date: 01/04/2023

  We have received the necessary information from the customer, and we will be sending out a replacement transmission at no charge.  

  Customer Answer

  Date: 01/08/2023

  
  
  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,
  
  
  
  ********* *******

  Business Response

  Date: 02/06/2023

  The replacement transmission has been delivered to the customer at no charge under warranty.

• Initial Complaint

  Date:12/19/2022

  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.

  Aug 22,2022
  We got our first transmission. 911 miles the reverse went out in it. $7,000.
  Sept 10,2022
  We got our second transmission. It had missing parts(tail housing,filter pan). It also had no pressure in the lines. I spoke with Jack M***** he told me he would send me another transmission and he would pay for a rental truck and the shop bill. I asked him about the reimbursement form he said not to fill it out he would pay the shop direct.
  Oct 22,2022 3rd transmission: the shop was out of the office that week due to thanksgiving. They received transmission on Oct 28 put it in.
  Now Jack M***** is saying he is not paying the rental or shop bill. I spoke to John c***** the president of the company and he is saying that I said there is a tuner in the truck and it voids my warranty. I never said that. The tuner for the radio which is an extra part for the radio is an extra antenna. That’s not a modification to the truck it HS nothing to do with the transmission or motor performance. The shop and rental place has sent the invoices to them I have no idea what they look like or how much it cost, due to Jack M***** telling all three of us he was paying for it. Now I’m without my truck and I can’t run my business. This has cost me over $12,000 in parts, labor, loss on my business products, loss of customers. This needs to be resolved and they need to pay for it. Here is the email saying he would pay for both shop invoice and rental. Also here is a Receipt for the radio he claims is a tuner to make our truck faster. Thank you.

  Business Response

  Date: 12/20/2022

  We have been in communication with the customer and have sent them replacement transmissions at no charge and informed them that there will be no labor reimbursement due to the fact that they voided their warranty with vehicle modifications.

  Customer Answer

  Date: 12/21/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  There is no modifications done to the truck. The radio tuner is an extra antenna, the turbo is stock it’s a turbo diesel it has to have a turbo to run. This is not modifications to the truck. I want the shop invoice paid like Jack M***** stated he would pay for the invoice in full. The shop even told them the truck has no modifications done. So there for my warranty is not voided. I want the shop invoice paid like Jack M***** agreed to pay for it. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/20/2023

  We have no other offer for the customer

  Customer Answer

  Date: 01/23/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  They are trying to take back payment they made on the truck. They’re trying to get reimbursed. When stated in the emails I have attached Jack M***** stated he was paying for the shop invoice. Thank you 
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service 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.

  purchased a reman transmission, upon install there was a vibration and rpm fluctuations while at highway speeds. transmission kept shifting in and out of over drive. submitted a warranty claim 12/8/22, no word. called 12/14/22 to move things along and was told that they would get back to me. called again 12/16/22 as it getting a little ridiculous. was told that im "in the que" to be called back when a tech becomes available. this is a plow truck and my source of income. going on 2 weeks waiting for a phone call just to get the process started is unacceptable.

  Business Response

  Date: 12/20/2022

  We have contacted the customer and our tech support team is currently working with them to resolve their issues.

• Initial Complaint

  Date:12/05/2022

  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.

  On March 16th, 2022 I purchased a “Remanufactured Transmission” from these guys. The total cost being $3,583.49!!
  
  On November 2nd, 2022 the transmission failed!!! The company will not back up their warranty for the product they make, and for some reason auto part stores SELL THEIR HORRIBLE PRODUCTS.
  
  Now I’m without a vehicle and it seems the company could care less to try & fix the issue. I’m now taking steps to talk to a lawyer about this issue. I do not recommend this company whatsoever. Wish I had read reviews before purchasing! ??

  Business Response

  Date: 12/05/2022

  The customer has never purchased a transmission from us, the transmission was purchased from another company.

• Initial Complaint

  Date:10/05/2022

  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.

  By far one of the worst transmission builders around. I had purchased a truck in need of a transmission. After a shop had installed a transmission purchased from Moveras, within 50 miles it had failed with the same original issue. The shop pursued to warranty the unit and replace it again. I now live half way across the country and am dealing with a second failed transmission. They refuse to warranty the transmission with any reason they can find. I was originally told that the warranty does not transfer ownership even though the truck has been owned by my father and I since well before the repair. They then told us that I was not the purchaser of the transmission (the shop was) so they could no longer honor their warranty. Followed by MANY more, excuses to not warranty their failed transmission. Seeing as I work in the automotive industry, I’m well aware that this is an all too common issue with this company, not honoring their warranty wether it is the faulty or poorly rebuilt component and/or their labor claims. I had went back and forth with the shop owner where it was replaced as well as Moveras customer service. Moveras had nothing but more and more excuses as to why they could not warranty the transmission. When rebuilding any power train component these guys will reuse parts from the old unit that look good to the eye but are often the main cause of failure. I certainly understand why the shop I had the work done at no longer does business with Moveras. Save your time and money.

  Business Response

  Date: 10/06/2022

  I have sent the consumer an email requesting more information so that I can help address their concerns.

• Initial Complaint

  Date:08/24/2022

  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.

  In May of 2022 we purchased a remanufactured transmission from **** Auto Parts, Pomeroy, Ohio, for $2,270.53. ***** orders the transmission from Moveras, Salem, New Hampshire. We received the transmission and had *** ****, LLC, Coolville, Ohio, put the transmission in our truck and we paid *** **** $739.37. Then we were called by Mike F*** owner of *** ****, and told that the transmission we purchased from Moveras was not working. We then had to call Moveras and try to explain that the transmission did not work and try and get a resolution to the problem. Every time we called Moveras it would be several hours before anyone would answer our call. It was VERY DIFFICULT to get anyone to help us, we were constantly told that any one who could help us was either not available or in a meeting. And several times they would terminate the phone call without helping us. Every time we would try to call back, we would receive a message that it was no longer a working number. This went on for days! We requested **** to call; In the end Moveras finally sent parts to fix the transmission to *** ****, that cost us $113.75 to have the parts installed. This still did not fix the transmission. So we were back to making many phone calls, long waits, lies that no one was available and terminated phone calls from Moveras until they finally agreed to send another remanufactured transmission. Then we had to pay another $739.37 to have that transmission installed. From June 1st until July 13th, we were without our vehicle. We, ONCE AGAIN, go through the ordeal of trying to call Moveras for reimbursement of installation/shop supplies for the parts and the 2nd transmission, for a total of $753.12. Moveras sent us a check for $245.00 for 4.5 labor hours and fluids. We are requesting that we be reimbursed for the rest of our out of pocket expenses due to their faulty transmission. We believe we are still owed $508.12, and this doesn't even begin to account for all the stress.

  Business Response

  Date: 09/08/2022

  We have spoken with the customer and have addressed his concerns and they are satisfied with the resolution.

• Initial Complaint

  Date:08/18/2022

  Type:Delivery 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.

  On June 28th of 2021, I bought the first transmission for my 08 Jeep Wrangler and it got delivered pretty quickly. I had it installed and my Jeep was out out the shop around the beginning or middle of August. It lasted pretty well but in late January of 2022, it started having problems (more specifically solenoid issues) and by February the transmission died as I was coming home one night. Given that I had moved recently, I could not find where I placed my warranty papers and it took about a month or so to find. Once I called and got the process started, I had my shop come tow my Jeep to do all the tests. This is really when problems started to arise. A tech was supposed to call them to set up a time to discuss the further action and no call came. My shop attempted to reach a tech and eventually, they asked me to call and see what I could do. The woman who answered was quite hateful and rude, constantly explaining that she was not a tech but she could set up the call time. After she set it up with the shop and continued to be on the phone with me, I started to ask to speak to a tech myself about certain questions I had regarding my vehicle. Before I could even attempt to ask, she said thank you, have a good day as fast as she could and hung up. As furious as I was, I called back and got through to a tech. I was told that none of my concerns were apart of the problem. Not long after this, my shop told me it would be two weeks for the transmission to come in and when those two weeks were up, I called to check on if it had arrived. It had not and after speaking with the company it would be another two weeks before they could even ship it out. I tried to be patient and continued waiting. Finally the transmission came in around the first or second week of July and my shop got it in pretty quickly. As they drove it to make sure it was working properly, the Jeep would not go over 5 mph, shop called and told them the code and it was determined that it needed another solenoid pack. The solenoid pack was said to be shipped and after about two more weeks, it still had not arrived at the shop. I had to once again call customer service and try to find my part. They gave me the estimated address that it was delivered to which was an Advance Auto across town from my shop. It had no information other than my name and the warranty phone number and I managed to pick it up on 7/26 and take it to the shop. They put it in hoping to fix the problem; called me to come and get it because it was doing well. Once I got there to get it, I started out of the parking lot and my check engine light came on. I took it back and had them check it (P1745). I left my Jeep there and the shop said they would call on Monday. Once again, we could not reach a tech. I eventually called and the first time I waited two and a half hours. Then I called back and was told it would be about an hour wait, which what I ended up waiting was two hours and seven minutes. After calling a third time to speak to customer service, I told them that I wanted a phone call from a tech and 8AM which was convenient for me since they had already caused me inconvenience. The following day, I called after receiving no such phone call and a twenty minute wait turned into an hour and sixteen minutes. After hanging up with little hope, I called and asked to speak to a manager and I got connected with Mirka who escalated my need for a tech and sent my information to another manager named Mark. He was supposed to call me within one to two hours. When he did not, I called customer service and asked to speak with him. When I got connected, I explained my situation and I wanted to know what was going to be done about the issue. The verdict was a third transmission being sent to me. I proceeded to explain my urgent need to get this process expedited due to other issues I’m currently dealing with, even explaining that in the beginning, with not having my papers, it was my fault. He proceeded to tell me that “yeah if you had called in February…” After getting through the conversation, I asked for all relative information be passed to me to make sure I know what’s going on and he said Mirka would be calling me with estimation of time that it would take to build and estimation of when it would hopefully be sent out and arrival. As of 8/8, I have received neither and I am completely fed up with this company. They do not do anything in a timely manner, half of customer service cannot answer basic questions, only one of the two managers I spoke to were helpful until the fact that I am not receiving the additional information that I specifically asked for, excuses of short staffing are used constantly.

  Business Response

  Date: 08/23/2022

  We have sent the customer the replacement transmission and will continue to follow up with her to make sure that everything worked out.