Complaints

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• Initial Complaint

  Date:08/18/2024

  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.

  in april 2024 we purchased a remanned transmission for our semi truck from FleetPride. it was a product of TransAxle, remanned with 2 year warranty. In less than 3 months this transmission went out. we had a mechanic drop it and noted gears were broken inside. It was shipped to transAxel warranty claims and after 3 more weeks-of no work- we called and was told it was denied repair. We then sent address of where we needed this transmision shipped on this same day so that we could get another transmisison because we could not miss anymore work. after 3 days we called to confirm it was shipped and get tracking and they told us it was gone and they could only refund core charge. I called transaxel back and they said that Larry in Fleetpride told them to process it, so they then proceeded to tear apart and process the transmission for them to make another reman to sale.But Larry at fleetpride says no he asked them to ship it to the address we gave him. They stole the $6020.25 transmission we bought and we were left with nothing. they said they were refunding the core charge of $2400 and that was all they could do at this point because they already destroyed outs. We are out a total of $14874.81 for two transmissions and labor just to be able to get back to work. This is unacceptable.

  Business Response

  Date: 08/28/2024

  Dear ***,
  Thank you for bringing this matter to our attention. We have thoroughly reviewed the complaint regarding the remanufactured transmission purchased through FleetPride, a product of TransAxle, and appreciate the opportunity to provide clarification.
  Timeline of Events:
  

  Purchase and Return:
  -The transmission was sold by TransAxle to FleetPride on April 22, 2024.
  -FleetPride issued Vendor Return# 11656127 to TransAxle on July 18, 2024.
  -On July 23, 2024, the customer contacted TransAxle to inquire about the status of the returned unit. At that time, the transmission had not yet been received.
  

  Warranty Process:
  -FleetPride’s standard warranty procedure involves selling a replacement unit to the customer while the original unit undergoes evaluation. If the supplier is at fault, the customer is reimbursed for the replacement; if the fault lies with the customer, no reimbursement is provided. The customer informed us they did not have the funds to purchase another unit at that time. However, our records indicate that Larry from FleetPride stated his customer instructed him to order a replacement unit.
  

  Evaluation and Warranty Decision:
  -The returned unit was received and evaluated by TransAxle on July 24, 2024. The evaluation concluded that the failure was due to "shockload," a type of failure typically caused by sudden, severe loads that exceed the transmission's design limits. Examples include abrupt stops under load or a sudden gain in traction.
  -On July 25, 2024, Dan P***** from TransAxle communicated the warranty denial to Larry and Chanler at FleetPride, accompanied by the 5-Why report detailing the evaluation. We also discussed potential repair options at a reduced cost, but these were not pursued, as the customer had ordered a new unit through FleetPride. Core credit was issued.
  Core Handling:
  -On July 30, 2024, the customer requested the return of the original transmission core. However, by that time, the core had been processed, as per standard procedure once a core credit is issued.
  Dan P***** communicated this to the customer on July 31, 2024, explaining that the processing occurred based on FleetPride's confirmation that a new unit had been ordered. The customer disputed this, claiming no approval was given to process the core.
  -On August 1, 2024, the customer informed us that they had ordered a replacement unit from another vendor. We explained that this action forfeited any further warranty consideration with TransAxle.
  

  Conclusion:
  The disagreement between the customer and FleetPride regarding the replacement order has complicated the resolution of this issue. The warranty was denied due to the "shockload" failure, which is a customer-at-fault scenario. While we regret any misunderstanding or inconvenience, we must adhere to our warranty policies.

  
  We encourage the customer to follow up with FleetPride regarding the core credit that has been issued. Should there be any further questions or a need for additional clarification, please do not hesitate to contact us directly.
  

  Thank you for your assistance in resolving this matter.
  

  Sincerely,
  Matt T*****
  VP Operations
  *********
  *********************

  Customer Answer

  Date: 08/28/2024

  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.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** ********