Complaints

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• Initial Complaint

  Date:06/05/2025

  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 June 2, 2025 I paid an invoice here of $2154.52 that the front manager ***** told me would repair the P0871 code that my 2018 ram 2500 was having. The shop told me that the vehicle was repaired. The code was gone and symptoms were gone, so I picked the truck up within 5 milesof driving from the shop. The code reappeared and symptoms worsened so I took the truck back to the shop within four hours, I discussed with ***** again, the front manager, about what was going on and left the truck with him. He called me two days later and said that he thought he found a fix with a new valve body for my transmission. Asked me if I wanted to do that and I said yes if it would fix my problem, there was no bill estimate sent over for me to sign like there was for the first $2154.52 bill so I assumed the work would be done under warranty which they provided after the first service. The warranty was for 12 months or 12,000 miles. On June 5, 2025 I received a call from ***** again he said that the truck is done and I said I’d come pick it up. No bill estimate was discussed on the phone while on the way to the shop. I received an online PDF invoice for just over $1500. I called the shop again and discussed with ***** asking why it wasn’t covered under warranty and he gave me a bunch of roundabout answers none of them satisfying my question. In order to avoid a mechanics lien on my truck I went into the shop and paid the adjusted invoice of $1265.12 with my credit card with a written statement on the merchant copy of my invoice, saying that I was paying the total amount under protest as I thought the work was being done under warranty, and I have not provided authorization of any bill estimate. I attached the bill estimate authorization I received the first time, I didn’t not receive one for the second time.

  

  Business Response

  Date: 06/06/2025

   On 5/29/25, Customer dropped
  off his vehicle to do an inspection and diagnostic after calling us about a code
  (P0871) that was showing in the system.
  After he authorized us to do the diagnostic and computer scan,
  we did find the P0871 code along with codes P1521 under the engine and
  transmission, and B162A-15 left low beam control circuit short to battery.
  Once we cleared the codes, the only thing that came back was
  the codes P1521 and P0871.
  The diagnostic involves us pulling the pan and checking the
  valve body for any cross leaks and debris. We did not find any during our
  diagnostic inspection. The only thing left to change from the diagnostic list
  was first to change the solenoid pack. Per our ProDemand Computer inspection software,
  there were multi repairs for the code P0871 (please see attached Mitchell 1 Prodemand
  diagram).
  We sent the estimate via Docusign for the following repairs:
  new solenoid assembly, internal and external filter, pan gasket, valve body
  removal labor, transmission fluids, reprogramming, scan and diagnostic.
  The estimate also states that this document is an estimate
  of charges and repairs. Further charges can occur during the process of repairs
  due to newly discovered damaged parts that are not visible at the time of first
  estimate. Customer will be notified immediately of additional repairs need for further
  authorization. This shows the customer was aware that there could be multiple issues
  with the transmission not just the solenoid pack by itself. (Please see Mitchell
  1 Prodemand diagram).
  After the customer picked up the vehicle, he called us later
  that the same code P0871 had returned. The customer did not make us aware until
  now that the code only came on when pulling a trailer. We were not informed of
  this when he originally brought the vehicle in. He left the vehicle with us
  that same afternoon so we could inspect the vehicle again. When the customer
  had brought the vehicle back, he was in the shop and the manager showed him the
  same diagram on the computer of the multiple issues that could cause the same
  code to return. It was explained to the customer at that time we have to
  inspect the wire harness first and computer before the valve body. We spent 4
  hours checking the wires at no charge to the customer. At that point, the customer
  later on emailed us a print out of a tool and plug that could possibly fix the
  valve body that he saw on YouTube.
  When looking for the tool and the plug end piece, the tool
  price was going to be $380 or over and for plug end piece around $225. The tool
  itself was on national backorder from Sonnex. The customer was called and
  informed it would be that high not counting the labor involved of drilling it
  which is not under warranty. We found the valve body with all the updates, new
  valve body plate, and servos for only $818. Customer was glad we found it at
  that price as the dealership valve body stock was $1695. And he agreed via
  phone to get the valve body because of the price difference of a new one.
  The customer was only charged for checking valve body on the
  first ticket which is why he was charged for the valve body and labor the
  second time because it was a different component and not what we replaced on the
  first job. The warranty only covers what is listed on the first ticket. To remove
  the solenoid block it is bolted to the valve body which is why the warranty only
  covers the solenoid block and not the valve body itself. That is why the valve
  body is not under warranty.
  The customer was not charged for fluid, filters, diagnostic
  or scan again because it was under warranty for the first job. The customer was
  aware that the computer has to be reprogramed when the battery is disconnected or
  the vehicle is worked on. That is why he was charged the second time for
  reprogramming. We removed the cost of the R&R labor of the valve body due
  to customer complaint with not understanding it was a new job and not under
  warranty with the first ticket.  
  Our mechanics worked after hours until late in the night driving
  the vehicle with a trailer to test after valve body was installed as the customer
  is using this vehicle for hauling. Customer was also made aware after repairs
  were done that the transmission had internal problems with the torq. converter
  shuttering and has nothing to do with the valve body or repairs already done.
  Customer is stating he was not informed of the second estimate.
  Our phones state to the customer when they call that they are on a recorded
  line. He was made aware of the step we took and He gave us the okay verbally to
  put the valve body on.