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:04/22/2024

  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.

  The issues have been described in the attached PDF file. Please check it. Thanks!

  Business Response

  Date: 05/06/2024

  I hope this message finds you well. I am writing in response to the complaint filed against Aeschbach Automotive by *************************. I appreciate the opportunity to address the concerns raised and provide clarity on the matter.  ************************* and I have talked multiple times.

  
  First and foremost, I want to emphasize our commitment to providing exceptional service to all our customers. We take pride in our work and strive to uphold the highest standards of professionalism and integrity in every aspect of our business.  Upon thorough investigation and review of the circumstances surrounding ***************************** vehicle, we stand by our assessment that the issues encountered were not the result of any negligence or wrongdoing on the part of our technicians. It is important to note that the correct fluid was indeed used during the service, and our technicians adhered to all recommended procedures and protocols. I have attached the email & testing from Valvoline Global Headquarters.
  Regarding the specific issues raised in the complaint along with information, ******* left out:

  
  Fluid Testing Results: The fluid from ***************************** vehicle was sent to Valvoline Global Headquarters for testing, and the results confirmed that the correct CVT fluid was used, which was contaminated with coolant. This corroborates our initial assessment and supports our commitment to transparency.

  
  Miles driven: The initial service was completed on 11 January 2024 with a mileage of *****. The vehicle was test-driven 6 miles to confirm proper operation. The customer then drove the vehicle, 1260 miles before experiencing a concern.

  
  The transmission damage was caused by a Transmission Cooler failure. This allowed cross-contamination with the two fluids resulting in damage to the Transmission. This was diagnosed and mechanically verified by both ourselves, Aeschbach Automotive, and ***** ****** of *************************** Coverage: As part of our commitment to customer satisfaction, we offered to cover the necessary repairs under our 3-year/36,000-mile warranty.  If it was determined that the fault lay with our technicians, that would have been taken care of. 

  
  Customer Interaction: Throughout this process, we have engaged with ************************* professionally and transparently. We have provided updates, offered solutions, and extended goodwill gestures in an effort to address his concerns and reach a resolution.

  
  Declining **************** After careful consideration and extensive communication with *************************, we have made the decision to decline further service to him. This decision is based on a variety of factors, including the nature of our interactions, the integrity of our work, and the need to maintain a positive and productive working environment for our team.
  The client left out and neglected to state the accurate time frame from 3/26/24- 4/19/24.  During this time he received the report.  He refused to agree with the scientific findings from the fluid tests, He threatened to lose business and have us removed from the ****** program.  He complained to ****** Corporate and was declined by them.  He contacted his insurance company who came out, inspected the vehicle, and denied his claim due to mechanical failure not damage incurred by someone or something.  The client was offered multiple times help to afford the repair through a discount under our yearly goodwill budget, financing on our website, offering to purchase the vehicle, and suggesting other shops that *** be a better fit for him.

    Despite our efforts to engage with ************************* professionally and transparently, it has become evident that further service provision to him is not conducive to maintaining a positive and productive working environment for our team. Regrettably, we have reached this conclusion, but it is necessary to uphold the integrity of our business operations and ensure the well-being of our staff.  He was advised to remove the vehicle from the premises, which he did.  Following removal, it is evident he has contacted this office along with the ************* of ******** Protection.  
  
  While we regret any inconvenience or dissatisfaction experienced by *************************, we believe that this decision is in the best interest of all parties involved. We remain committed to serving our customers with excellence and integrity and are confident in the quality of our workmanship and services.

  SInce the filing of this complaint it was brought to our attention by another party whom ************** sold this vehicle to.  He no longer owns this vehicle and did not provide any paperwork to the purchaser on what was wrong with the vehicle.  We advised the purchasing party of the recommended repairs.

  
  If you require any further information or clarification on this matter, please do not hesitate to contact me directly. Thank you for your attention to this issue.
  
  
  Sincerely,
  ****** Aeschbach
  Aeschbach Automotive

  Customer Answer

  Date: 05/06/2024

  Hi ******,

  Thank you for taking care of my concerns. I sold my vehicle last week at super low price with instrction "damaged trassmission and coolant".  Let me know if you have any update for me or need additional information from me. 

  Thanks again.

  *******