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:05/20/2024

  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 had my transmission lines replaced by G&G tire on 1-3-24. on 4-12-24 my transmission lines released and I lost all fluid to the transmission. Resulting in me needing to have the vehicle towed. ***** ********* diagnosed that the lines had released due to a missing clip. G&G then paid for a tow to their shop where they replaced the released lines and refilled the fluid free of charge claiming fault of the lines releasing. I was advised the transmission was okay but if not to bring it back. A week later I heard a noise and was unsure of it. I then took it to a third shop *** repair a week or two after that when I had an appointment to have it checked. They diagnosed it as the pump in the transmission being worn due to lack of fluid when the lines released. I then called G&G and informed them. I took it to G&G they heard the sound but said to have ***** do a diagnostic before they would act on the other shop's diagnostic. ***** diagnosed it as the transmission pump. This has resulted in the transmission needing to be replaced. According to the diagnostic from ***** the pump is at the beginning stages of wear and was due to the transmission trying to run without fluid when the lines released. ***** quoted a repair for 5k and on 5-7-24 at 9:45am G&G’s Office manager Kara B**** offered to split the cost with me. After I asked them to pay infull and discuss with *****, as they worked on it last. or to pay *** who quoted the repair at $2,565.54, they said they will no longer take responsibility. There was work done in between this incident by both G&G and ***** but the lines were not touched during. G&G is claiming that due to me driving over 1,000 miles before the clip releasing and other work being done they're not liable to replace my transmission. Although, they accepted responsibility for the lines releasing and repairing them free of charge. As a result I now need to pay for a new transmission myself when the work in their shop is the cause of it being replaced.

  Business Response

  Date: 06/05/2024

  Transmission Lines were replaced on 1/3/2024. It is my understand that ****** came here because ***** had quoted her twice the cost for the work. Whenever she was seen by them originally, they had told her that the Lines were beginning to leak and need replacing. That is why the customer came here for the work. At that time, the mechanic replaced the lines and added fluid at 79,168 Odometer reading. Her vehicle was brought back in for work on 3/14/24 when we replaced the Thermostat and did some other work to the vehicle (invoice attached) odometer was at 80,268. The lines were intact, and nothing was leaking at that time. She then had her turbo replaced by ***** (attached). There is not telling what could have happened during that large job. On 4/17/2024 it was brought back by here by the tow truck (odometer reading 80,523). A common business practice of ours is to pay for customer tows and bill them later or take care of the charges depending on what needs to be done to the vehicle. We do that all the time. We also warranty parts and labor for 1 year. So of course, at that time we replaced the lines for free because that is our business policy. That is no way means that we are taking accountability for a problem that occurred. There are countless numbers of reasons that we hold this warranty for our business and customers. The mechanic then advised her if the noise continued to bring it to the dealer because lines are the extent of his expertise. He does not do full transmission work.  After wards I received a fax from ***** on 5/3/2024 stating that they "could not confirm a whining noise," but on 5/15/2024 I was given a quote for a full transmission job on ******'s vehicle. After getting all the documentation from *****, we decided not to go forward with helping ****** with this replacement transmission. We were not the last ones under the hood of that vehicle and has already warrantied our work with the lines. It is common for the ***** **** to have transmission and/or turbo issues around the 90,000-mile mark. We felt like we had done right by the customer by following our business practices. Unfortunately, at this time we are not able to offer her any thing going forward.

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  G&G states that ***** did not inform them of the issue, when G&G in-fact  spoke to a technician  from ***** on 5/3 at 3:27 pm after I drove it back to ***** and they heard the pump having an issue. Then ***** sent G&G the quote via fax for the transmission on 5/4 after starting it on 5/3 as shown the fax and proof the fax went through. As G&G knew the price as they were able to make me the offer in 5/7. Due to the diagnostic being closed on 5/3 before I brought it back and ***** heard the noise they did not update the original diagnostic in writing until 5/15. So the document from 5/15 is the diagnostic in writing that G&G received over the phone on 5/3 .
  
  Regards,
  
  ****** ******

  Business Response

  Date: 06/07/2024

  It was never stated that we did or did not communicate with ***** technicians. Regardless, we have warrantied our work. We have explained our decision in its entirety.