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:12/28/2023

  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 vehicle was having some loss of power not getting enough fuel symptoms that was putting my 2011 ****** venza into a limp mode feature to protect the engine and transmission.I drove it this way for 3 weeks the vehicle would not have these symptoms all the time it would come and go. I drove through a puddle and after that the engine through a code for pressure control selenoid d. I had reached out to Robs transmission about fixing that selenoid and if this was the cause for the way my vehicle was acting they said this is my cause after thorough checking out my vehicle. They told me my transmission had to be dropped because something was hanging up my selenoid but I was not explain exactly what that meant or even given an estimate of what the cost would be afterwards. A reman transmission was placed in my car. 2 weeks later after getting the vehicle back the car was doing same problem loss of power not getting enough fuel. I believe Robs transmission misdiagnosed the transmission problem I was forced into a reman transmission after the transmission was in pieces in his shop. This did not fix the problem as the problem is still there getting worse by the day. I was told I could not get a refund. I was told to leave it there again after it was already there for 2 months and didnt fix the main problem. I was told I had an exhaust leak that would cost me $1700 to fix but after having him out it on the lift I was able to see the problem and $5 and 20 minutes later that was fixed. This man has not only ripped my vehicle apart but did not fix the main cause I told him I was disabled and on ssdi I only make $1200 a month I am disputing the $5k charge with finance company and have many text messages plus my phone log for every time I talked to Robs about my vehicle I also have a recorded conversation about the vehicle not get diagnosed right.I have more pictures and files to add as well as conversations and call logs but their is just too many to load. Please reach out.

  Business Response

  Date: 01/02/2024

  See attached 

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  
  FAQ
  Robs transmissions:In response to Better Business rejection letter I would like to correct a few things first off I never said I had my vehicle scanned elsewhere I said I scanned it with a code reader that I have that I bought. It gave me the one code for the selenoid D. Your technician ***** did a full diagnostic which I had to get that paperwork from you(around November 27th )it was not told to me when you told me something was holding up my solenoid that other codes had come up on the diagnostic report that could have been holding things up like the cylinder 5 misfire,cold start ignition timing and engine/ev control system fault all which can cause the vehicle to go into limp mode that restricts the transmission and engine and that wasnt addressed to me until I started asking for the paperwork.It also was never explained to me the process In which dropping a transmission meant to disassemble each and every piece of it and what other parts of the car had to be removed to get to it and it should have been. The ************ you gave me was  for fixing it was pricing and than other problems you had broke to get it out.And what you thought I needed i addition to the transmission charge. Never did you say ****** had one for $3700 or what the mileage was on the other ones. This is why I looked around and found the one I found at AutoZone. When the transmission was apart on the bench your worker ***** showed me and my dad the inside of the transmission and basically told us that all the gears and other parts looked great besides one gear that had a small indent on  it but nothing major looked as though there was a bolt there. There was no metal shavings or even the black transmission fluid or even the electrical parts displayed that were coming apart as I was told. I was reluctant because I didnt have the symptoms that ***** said that how it would feel and stressed on the symptoms of the car and why and reasons I believed the selenoid code went off in the first place. Because if this was the main issue I was having prior and  after having the transmission fixed it would have solved the problem that Im still having the main problem that I was worried about. When the vehicle was ready to be picked up you sent me a text asking if I was gonna fix the exhaust issues. Number 1 I didnt have any exhaust issues when I brought it in. My dad called on 10/16/23 to get the part numbers for the flanges and the cv axle that as it was told to me you went ham on and basically had to break it out. And later that day both myself and father went there we had talked about some flanges that were available at Oriellys for $17 but we could only get the cv axle at that time to bring to you. There was only 1 ****** instock and we would have had to wait for the other one from another store you agreed to put them in and add to the bill. Upon pickup text message when you said car was ready than you stated that your mechanic was able to secure it all up and it will not fall out the ones you told me that were too rotted to reinstall. You also stated that I now had exhaust fumes coming into my car and be cautious expecially with young children and that you could not replace the flanges and fix the leak. Again I didnt have an exhaust leak when I had the car dropped off by AAA because of my copd and my child being with me this would have been another top complaint on top of what i already complained of what was going on with my car. At one point you told me you dont know how my car came in but you should be documenting the way the customers car came into the shop. You state that you supplied all paperwork throughout the repair process but yet it took me 3 times going into the shop to get the paperwork associated with it being fixed plus more of it that you have just supplied to the BBB and still some that is missing. The only paper I signed throughout the whole process was the paper that I signed by accident on 10/17/2023 when I was signing for the financing payments application and I thought I had to pay than.This was the same document that I was now given on 11/13/2023 but now the date had changed when I made the payment. This was before the transmission was even ordered and the new  transmission was put back into the car. And yes both myself and my husband were very distraught by the exhaust leak and I even asked and talked to you about the flanges again that you failed to put into my vehicle and the other gentleman I brought with us used to work at a muffler shop. Upon our arrival there I asked for my vehicle to be put on the lift to see where the leak was coming from. I was told that there was nobody there that could do that. Things did not get loud or  out of control until one of YOUR WORKERS  that had nothing to do with my vehicle or in general decided to step behind you say some not so nice things and threaten us as well as take his shirt off like he was ready to fight and once you told him to leave the office and walk outside things were settled down. You printed out the repair paper associated with the exhaust repairs that day 11/13/2023 that you told me the other repairs where around $1750 but the paper states $528 for the exhaust part of the repair.My husband and my 10 year old son went outside and both myself and a friend went into the bay my car sounded like a lawnmower on turbo it was extremely loud.upon the car being put on the lift the leak was found in seconds.Both myself and my friend was able to see and smell it. I also took some pictures and your mechanic said he took it apart there so he should have known it would have needed the donut/gasket when putting it back together and your shop is an approved certified emissions sticker with the state and this should never have been overlooked because it is unsafe.Your mechanic and yourself was also able to see the problem the donut $5 and 20 mins later it was fixed. Not $1750!You never told me to return in 10 days for a free courtesy check because I would have. You even sent a text message asking about my service 2 days later and still didnt mention it. And its not on any of my paperwork .I returned as soon as my car started feeling the same way I brought it to you the same exact feeling I had in the beginning to now the end. November 27th I came into your office and recorded both myself and you regarding how I felt like you misdiagnosed the problem because yet problem still here you told me it was now **************** cold air intake that could be the problem and the different ways it could feel but if this was the so called problem why wasnt it addressed so it doesnt cause a problem with the new transmission. Before it was something electrical coming apart. I told you that you have to drive my vehicle because it does not do the problem every day or week but you would need to drive it because the code was not on at that time as stated before the solenoid code went off and why I believed the solenoid code had gone off in the first place. You stated that I could leave my car thier and someone could diagnose it, it was already their for 2 months 3 weeks of that 2 month the transmission was still in the vehicle because you was backed up.I said at that time that I had an appointment else where because I believed you did not diagnose the vehicle correctly. Not that I was never going back just at that time I thought to have it diagnosed somewhere else. I left with paperwork that you voluntary gave me about symptoms of the selenoid and how to test them. Which states that you have to drive the vehicle in stop and go traffic and from 35mph to 55 mph which is not possible in that area of post and airport road and the paperwork states you only drove my car 2 miles from the time I brought it in,until the time I picked it up.After  leaving there on November 27th when I got home I requested the paperwork associated with the work on my car to compare to the next mechanic you got some of it ready but not all. I again returned for the transmission paperwork from AutoZone you was hesitant to give it to me but did. Also states you purchased it on 10/18/2023. I came into your office one last time to request the documents that says what I said was wrong with my vehicle at that time you said they was filed away and I said  can I come back on another day to get them and you said that I wasnt able to get those and I dont see what the big deal is and why you are now saying they are personal documents because if everything was done right and you listened to what I had told you about the vehicle and its problems I dont understand why I cannot get the information that  was written down when telling both you and your secretary again about what I said to you. And yes I said this was ******** and I would try to get them another way I dont feel as if those words are threatening.So i just wanted to clear things up seeing how you left out quite a bit and than added things onto the paperwork that wasnt on the paperwork that was given to me and I never saw.So now my car is not fully fixed and I do not believe I needed a full transmission replacement and was mislead into believing so.
  Regards,

  *********

   

   

  Business Response

  Date: 01/16/2024

  See attached response 

  Customer Answer

  Date: 01/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I just stated to you on Monday 1/15/2024 stating that I have Covid,my son had ***** and I cannot drop the car off at this time and that I would schedule an appointment to have the vehicle looked at by you after I got better. I have no problem paying the vehicle if that was the problem that you assured me it was the transmission but obviously not cause I told you the vehicle is still doing and acting the same way I brought it in. Which i stressed that the selenoid was not the main problem, but had gone off after I drove through a big puddle, But Im having less confidence every time I talk to you or even with your responses on the BBB your making stuff up and not telling the truth. I said it before and Ill say it again the communication in your shop is lacking substantially. I told your shop every light that was on the car and what the car was doing for 3 weeks before that selenoid light went off. And your shop told me that it was my transmission and it needed to be replaced which yes I agreed to have it fixed because you assured me that this was my problem and nothing more. I would assume that the vehicle would feel different with the refurbished transmission but not after 2 weeks of driving here and there that it would feel again the same exact way I brought it in. I told you that the car didnt have the loss of power feeling everyday and that you need to drive it but you only drove it 1 mile in the 3 week timeframe it sat at your shop before the transmission was pulled out and than only 1 mile when the new transmission was put in, to make sure the vehicle was good before given it back to the customer. And than again I find out a month after the fact that I was ********* supposed to know to bring it back in 10 days that you offer as a courtesy but never tell anyone about that and had multiple times to tell me. So again I have copd and Covid i do not feel safe in my car and do not feel safe driving while feeling nauseated so when I get better I will make an appointment to see if your mechanic can figure out what the main cause was and still is!

  I would attach the photos that go with this but the this system keeps saying they are too large so if you would like I can send them through text messages too you if the dash lights being on 9/25/2023 before I called to have it serviced there and than the lights being on 12/7/2023 after it was serviced there.The same lights! 

  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:05/08/2023

  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.

  Brought a ****** pickup to this business on January 8 of 2022. Explained to the owner what the issue was. He said he could fix it. We discussed a few scenarios and the owner said he would get back to me with prices of each. I didn't hear back for a week so I called and he said he was waiting on an answer from me. Don't understand that. He then said he was 2 weeks out to start work on the truck. I told him I would take the truck home and bring it back when he was ready to work on it. I didn't want it sitting out in the weather. After going back and fourth. On February 14th he said he was not putting any more time into the truck unless I was willing to invest. I told him you never got back to me with prices. I also provided him a full rear end for the truck to see if he could use it or use parts from it. I told him if he can't fix it let me know and I would pay him for the time and take it home. He told me if I am not gonna work on it it needed to be out of his lot by that Friday. I told him I couldn't come get it until the following Tuesday. He said then I will charge you 3 days storage fees. I told him to please then put it in the street. He said I am not having my guys do that. I was so upset I drove there on that Friday to move it out myself and leave it in the street. We got into a brief argument and finally decided to spend 2 hours ($278) to find out what the problem was. On March 1st I received a text that the truck was done and the bill was $2170. I asked if the leak was fixed he said his tech didn't want to deal with it. I asked did you test drive it. He said his tech took it up the street and back. On March 10 my wife followed me home. As soon as we left I noticed a problem and called my wife. Said how fast are you going as she was behind me. She said 42 and my truck was showing 64. Had to take all the back roads home.

  I called when I got home. I asked what gears he put in my truck. He said he put in **** gears. I needed to have ****. I was never told of this. I would have never agreed to this. I cannot use this truck on the highway and it is still leaking which is what I brought it in to fix in the first place. Oil was leaking all over the bed of the truck from the rear end I provided to him. Then the oil leaked all over my driveway in the next few days. The owner said come back and I will clean the truck. I said what about my driveway ? I asked him to make this right and he said to me I made the decision to repair it knowing the facts and there is nothing he can do about it. He said you drove it home so he considered it fixed. I again asked to fix this problem since I had another car that needed work on. He again refused. I told him I was sorry you feel that way and I would be in touch. As of today I have tried to sell the truck and once someone comes to look at it and i tell them the issue they walk away. I am filing a claim with small claims court to try and resolve this issue.

  Customer Answer

  Date: 05/19/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/30/2023

  See attached response