Complaints

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• Initial Complaint

  Date:10/30/2024

  Type:Billing 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'm filling this because I feel like l was unfairly do to my situation. I called Eagle transmission to see if they could look at my vehicle and explained to him that l would have to go get my truck from a cross the street at another place and I would have my truck towed to them. I then ask what would that cost to get repaired. He stated about 4200 to 4800. He stated that had to check it out. I agreed with it. I explained the shop said my pump was out. He explained he was going to the parts and charge me 15 to 25 0/0 on getting the parts. After he refused to put my transmission back together. He explained to me that l could come my truck in the in condition it in but was not going to put back in my truck. He said he would have my parts on the the bed of my truck. I could have my truck away if would have put my truck back together. He explained that l only owed him three hours. After quoting a price. He charge me for the same thing and l do not agree with his actions nor the price that was paid in full cash 5051.

  Business Response

  Date: 11/11/2024

  Mr. ****** contacted us on 10-14-24 and wanted us to look at his truck.  He stated that another shop informed him that the internal pump in his transmission was damaged.  He also informed us that his vehicle would need to be towed.  We arranged the towing for Mr. ************* The vehicle was picked up at ***********************;Austin by ******************* on 10-14-24 @ 8:58 a.m.  Once we received the vehicle, our technician performed a transmission diagnosis.  It was determined that the transmission was slipping in overdrive and had internal pump noise.  To correct the issues with the transmission it needed to be overhauled. **** *******, the manager, called Mr. ****** on 10-14-24 and explained what we had found and what we recommended. The price of repairs was quoted as a range between $4200.00 to $4800.00 for parts and labor plus tax on parts. Also, the customer would need to reimburse us for the towing bill.  The reason we have to give a range is because until we disassemble the transmission we do not know what hard parts we might need.  Hard parts are defined at reusable parts like planets, shafts, drums, etc. Our quote does include replacing all wearable parts, bushings, seals, orings,valve body updates, clutches and torque converter.  Again, the rest of the components must be inspected.  **** gave Mr. ****** this information and was told that he would call him back with a decision.  Mr. ****** called back and approved the repairs on 10-15-24.
  We began the repair process on 10-15-24.  The first step is to remove the transmission from the vehicle.  This was completed on 10-16-24.  The transmission is then disassembled and cleaned for inspection.  At that point, a parts list is generated. 
  On 10-17-24 Mr. ****** contacted **** and was questioning why we were not just replacing the pump. **** explained that the pump was indeed bad but that there was other wear in the transmission.  The only way to get to the transmission pump is you have to remove everything out of the back of the transmission the same labor as rebuilding the transmission.  There was debris in the transmission.  It would not make sense to just replace the pump and not address the other issues. Furthermore, there is  not any additional labor to replace the worn parts.
  Mr. ****** then stated that he could just buy a transmission on-line because its cheaper.  We informed him that the price on-line normally does not include shipping and torque converter.  We advised him to read the fine print.  At this point, **** ask Mr. ****** if he would like us to continue with the repair.  It seemed that after he gave us the approval he had constant concerns about the price. **** informed Mr. ****** that if he would like us to stop we could pack up the pieces of his transmission in a box and place it in the bed of his truck.   All we would charge him would be the labor that we had in the repair at that time (transmission removal and teardown).  We also told him that if he wanted to purchase a transmission on-line we could install it.  At this point we were just confused as to what he wanted us to do.  Mr. ****** called back and told us to continue with the rebuild.  He also informed us to save the old parts for him.
  We completed the transmission rebuild on 10-21-24 and installed it in his truck on 10-21-24.  As requested, all the old parts were placed in a box in the back of his truck.
  
  We pride ourselves in being transparent and providing a clear cost up front.  We gave Mr. ****** a repair range of $4200 - $4800 dollars plus tax on parts and towing.  His total bill was $5,051.01.  The breakdown was $2782.50 in labor ($150.00 of that was his towing bill), $2095.62 in parts and $172.89 in tax.  So I am not really understanding why ********* is asking for an adjustment or refund. We did what we said we were going to do at the price we gave him and that he approved.  During the repair when he questioned the price we gave him options to either stop or install a transmission he could provide.  He told us to proceed.  I am at a loss.
  I have attached a copy of the invoice.