Complaints

This profile includes complaints for AER Manufacturing II, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AER Manufacturing II, Inc.

  1605 Surveyor Blvd Carrollton, TX 75006-5103

• 

  AER Manufacturing II, Inc.

  PO Box 979 Carrollton, TX 75011

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:05/01/2024

  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.

  this is a copy of an email i sent to ************************* at AER MFG .On Friday you have an approval amount of $945.83 for the labor on the Defective transmission you have sent . Which to me is not Fair because I bought a Reman Transmission which came defective . after the install at a ***** Dealer not a small mechanic shop, The van would not go in reverse .then you sent out a TCM and had the dealer install that which is not my responsibility at all to put in a TCM on my expense which they Charged 1 hour for diagnostic and 4 Hours to install . after they installed it it still did not fix the problem which the truck did not go in reverse .Then you decided to send another transmission to replace the defective one so the charged me to take the defective one out of the truck and install the replacement Which was 7.3 Hours .Keep in mind this truck did not leave the shop at all when the first defective transmission was installed so I dont see why it had to go to warranty . there was no miles put on that truck at all after the first transmission was installed .The invoice came out to $3024.41 my responsibility from that charge is Only $1328.28 which you can see on the invoice i sent you. there is a charge for $54.70+$288.08+$985.50 = $1328.28 *************** Charges me as a dealer $135 an hour ,Below is the break down on hours and chargers for that invoice. Diag 1 Hour per your request TCM 4 Hours Reinstall replacement transmission 7.1 Hours Total labor Hours 12.3 Total 12.3h x $135 = $1660.50 I think this should not be my responsibility at all. You have approved $945.83 which leaves me with a difference of $714.67 that i should not be responsible for

  Business Response

  Date: 05/01/2024

  We are sorry to hear this customer had an issue with the transmission. Once the alleged defect is returned, we can proceed with processing the claim. Until the unit is returned and inspected, we will not have confirmation on cause of failure. The diagnostics performed by the repair shop led our team and shop into a repair attempt and unfortunately that did not work.  Again, once returned well get the claim processed for repair attempt and RR. Sounds like the replacement is installed and no issues so thats good to hear.  We offer a few warranty options.  There is an option for a higher hourly rate of coverage but that was not asked for by the purchasing distributor in this case.  a copy of the warranty is attached which explains that coverage is $50/hr and paid at All **** labor times which is the labor times quoted below.

  2.7hr TECHM replacement = $135
  9.7hr transmission RR = $485
  3hr diag time which is more than normal but we want to help= $150
  $47.83 parts=fluids as on RO
  $125 programming allowance
  
  Total covered by warranty $945.83

  Customer Answer

  Date: 05/01/2024

  I am rejecting this response because:   This should have not gone through your warrant department. This is a defective transmission. Why would it be my responsibility to pay Labor on a bad transmission you sent me. The truck did not move at all . No miles on the transmission. And the shop is a ***** Dealer . You should be fully responsible for your mistake . 

  Business Response

  Date: 05/02/2024

  When there is an issue with product it goes through warranty.  We do not control what shop customers take their vehicle to be worked on or shops labor rates.  It is up to the customer to take this into consideration when choosing a repair facility.  We do offer other warranty coverages which have higher hourly rate coverage.  That was not the case on this sale.  The manufacturer is fully honoring the warranty coverage which includes replacement of the product, shipping cost for replacement and warranty return along with the labor amounts discussed.  The manufacturer also added in additional labor hours as stated in the amounts quoted to help above the coverage.  Again, we're sorry the customer is having an issue and until the product is returned for inspection the cause of failure has not been determined yet whether this is due to a manufacturing defect or something outside the manufacturer's control the manufacturer is standing by the product and the warranty per the agreement. 

  Customer Answer

  Date: 05/02/2024

  I am rejecting this response because:   

• Initial Complaint

  Date:10/18/2022

  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.

  We bought an AER transmission through a shop that installed it for a van we have. The first transmission we bought lasted about 10,000 miles. It was a local reputable shop and that shop followed all the guidelines and procedures. After the transmission went out, a shop in North Carolina tested the transmission and dropped the pan. They said it looked like the clutches had burnt up. They sent the transmission back to AER, AER sent a new transmission. At this point I was pleased except that took 90 days to get the new transmission. I paid $940 to cover the labor on installing the second transmission because "The Warranty" didn't cover full labor costs. Which I should have gotten a check for close to or around $500 of that from AER. I never got that money. Now, 30 days later they have finally inspected the original transmission I bought and came back with a claim denial. The reason: AER says there was poor cooler line flow. In other words, they are saying the cooler was not sufficient or it was clogged and the transmission got hot? I am not sure what that means exactly. I don't even know how that can be tested with the transmission out of the vehicle without the cooler in hand. I called the shop that installed it. They said they hot flushed the cooler and when it was done the fluid looked great after their test drive and no particles in it whatsoever. The second shop that installed the second transmission said that when they inspected the van and the first bad transmission that the cooler was not the problem. I can't take the original transmission anywhere for a second opinion, because AER has it. I have to take their word for it with no proof. But I have 2 shops with proof saying otherwise. Claim is denied and AER wont do anything. The second transmission failed within 2.5 hours of the first trip. Now my van, 6 months later has a trashed transmission that I have spent just under $6,000 on. AER reviews show this is their normal. I wish I would have looked..

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 6, 2022/10/31) */
  Please get with *******. We have worked directly with ******* to resolve things. ******* is supposed to have this complaint completely removed. Please let me know if that is not the case and I will post a response if needed.
  
  
  Consumer Response /* (2000, 7, 2022/10/31) */
  To whom it may concern,
  
  I am requesting that you close the above referenced complaint ID. AER Manufacturing reached out to me just a couple days after this complaint was made and spoke with me on resolutions to the issues I was having with their company and their product. We came to an agreement I think was more than fair with all involved and they made good on their commitment. My van now has a new transmission installed, has been test driven by the shop and the bill has been paid by AER and all in record time. I honestly am more pleased with this outcome than I would have if they would have just given me the money back I spent. During this process I do feel that this company cares and after upper management saw what was going on with my situation realized this was not within their moral and ethical operating procedures and they stepped in to resolve this issue. I feel like I am a valued customer and they have made things right for me. As a business owner myself, I do understand how things can get out of control and can get ugly before it gets resolved. Sometimes that is because employees think they are doing the right thing and just need correction or a different point of view on a situation. By the time it gets to upper management it has already become a mess. But it takes a company that prides itself in customer service, great products and American values to make things right. I think AER Manufacturing has done just that and I couldn't be more pleased. As a matter of fact, I wouldn't change this entire situation as it has reminded me there are still good people and good companies left in this great country. I do appreciate BBB's help and I appreciate the fact that you guys exist and I feel you are a great mediation company to assist consumers and companies in disagreements. I appreciate it.
  
  
  Thank you,
  
  **** ****

• Initial Complaint

  Date:08/23/2022

  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 purchased an engine for a 2004 Jeep Liberty on 4/15/22. There were 2 pricing options (one with a 90 day/part only warranty, and one with a 3 Year/100,000 mile warranty). I chose the more expensive "better warranty" option. I paid $2,838 for the engine. The engine was delivered to the shop that installed it at a cost of $2,281. My daughter drove the Jeep exactly 204 miles before the car stopped on the side of the road. Upon inspection by the shop we were told that the engine had seized up and that we needed a new engine. AER was extremely unresponsive to the situation. We have a well-documented case of long hold times and failure to communicate or follow through on promises. AER required the shop to remove the engine to get serial numbers and look at the heat tabs. On 6/23/22 we finally got all of the information from AER and had the engine pulled. This racked up an additional $1,664, some of which should be covered by the warranty. The engine inspection revealed a damaged cylinder (AER was hoping to blame heat tabs, which were all fine). At this point AER said that the engine needed to be returned to them so they could do their own inspection. On 6/29/22 AER said they would email a bill of lading to send the engine back to them. On 7/6/22 the shop still had not received the BOL despite multiple calls to AER. I also attempted to contact AER to speed up the process, but after waiting on hold for over an hour their phone system simply hung up on me. On 7/13/22 the shop documented more phone calls and 2 more emails requesting information from AER. At this point they finally received the BOL. The engine was palleted and picked up. Multiple phone calls and emails later (all with no response) the shop was finally able to connect with AER on 8/22/22. AER said that they would not cover the engine and offered to send me a core return or they could return the engine to me in its current state. It took them 17 weeks to tell me I threw away $6,783. What is the warranty for?

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 7, 2022/09/12) */
  This engine was sold by APS to Transwest Auto Parts who we believe **** ********* purchsed the engine from. APS does offer no fault warranty upgrades, however this engine was not purchased with any warranty upgrades between APS and Transwest. This was sold with a manufacturing defect warranty coverage. APS paid the freight to have the engine in questions returned for inspection. Inspectors have confirmed the cause of failure is from foreign object damage which is not a manufacturing defect and not covered under warranty. We have also learned from Transwest that **** has disputed his credit card payment for the product with Transwest. Standard procedure for a denied claim like this would be to offer core value or the unit returned.
  We urge **** to contact Transwest to resolve their charge dispute and discuss what we have presented to Transwest.