Complaints

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 10, 2024, I ***************************** took my 2013 ******* MKS vehicle to Transmission King located at ********************** to have my transmission oil and filter changed. The owner told me He could complete it by the end of day August 12th and he wanted to do a performance check (free of charge). On August 12th he phone to tell me he completed and the cost was $175, however he said he heard a noise after test driving and he wanted to check it out. August 13th he called and told me that the cost to repair my car was $575 and that he was giving me a discount due to the fact he normally charge over $900. I said "NO", just return my vehicle. He said he couldn't because my car was undriveable. i asked him why? since my auto was experiencing no previous malfunctions. He then refused to return my car to operation state unless i let him repair. My son needed the car to head back to college in ********** so I caved in. On August 13th he called and said the price was $1575. I went to the shop to try and repossess my car but he had my car transmission disassembled and refused to put it together unless I paid him to repair it. August 14th he said the price was over $2400. My time was running out to get my son to college so I was forced to concede . He then charged me over $2500 for the final price

  Business response

  08/27/2024

  We are not in agreement with the complaint, as there is another side to the issue. On August 12, 2024, the customer brought the vehicle to the shop, requesting a transmission service and reporting a noise from the vehicle. We informed him that a transmission fluid change costing $175 would not address the noise or any internal problems, but he insisted on proceeding with the fluid change first. After completing the fluid change, we test drove the car, noted that the noise persisted, and advised him that driving the vehicle could lead to further issues, especially since he mentioned plans to go out of town.
  To address the noise, we recommended removing the transfer case for inspection, which would incur an additional labor cost of $595. The customer agreed to proceed with this work. After removing the transfer case, we discovered that the transfer case gears were broken due to low gear oil, causing significant noise (see attached pictures). We recommended rebuilding the transfer case and informed him of the cost: $1,595 plus the previous $595 for installation.
  At that point, the customer calculated the total repair cost and expressed concern that it would exceed $2,000. Despite this, he authorized the repair. The customer even visited the shop to inspect the damage to the transfer case and requested that the repair be completed as soon as possible. Once the work was finished, the customer picked up the car, which was operating correctly with no noise. We kept him informed at every step of the repair process.
  He is now requesting a full refund, which we believe is unreasonable given the circumstances.

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