Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/8/2024. I don't even know where to start. I took my car in to figure out what was wrong with the transmission. It is currently at the Greenwood Location. I have been talking to ****. The diagnostic was $109. **** called me and told me it could be 1 of 2 things. When I hear diagnostic, I think that you should be able to tell me exactly what's wrong with it. **** told me that he could tear it apart to see the exact problem. He never once told me it would cost more. If I had known that I would have come and got the car. He ended up telling me it was the clutch. I told him I would just come get the car. **** told me that he will put my *********** IN MY TRUNK. He is refusing to put it back together unless I pay another $500 so total, $1000. After that I asked him for pictures of the broken part. I called and asked him the following Tuesday, Wednesday and Friday to send me pictures. I still have not received them. It is now 5 days since I have heard from him. After all this I called the Keystone location asking for a supervisor to talk to. **** or something. I told him what was going on. He said and I quote "Quit beating around the **** and get to the point". Completely Disrespectful. This is not how business should be done. I am in shock.

  Business response

  08/29/2024

  To whom it may concern,
  
  The ********* location has been closed since 2020. The vehicle is at our **************;location. The customer called and had the Southport location tow in the vehicle for a diagnostic for $109. The customer had it towed to a location that was not able to work on the car Tire Hub and we towed it from there. **** and his Technician diagnosed the vehicle to have a bad clutch that would require replacement. **** gave a replacement cost to the customer. The customer explained that they had replaced the clutch themselves 2 months prior and asked what part had failed.**** explained that the clutch is inside the transmission and the only way that he could know that for sure was to take out the transmission which cost half of the clutch job. The customer then told him to remove the transmission to find out. Once removed **** found a broken clutch disc. He explained this to the customer, and they said they would fix it themselves. **** then offered to put the transmission in the trunk for him to fix it. The customer was sent pictures of the car multiple times but said that he had not received them. Keystone was never called. After doing some research I found that the store that was called was Shadeland which is not an affiliated store. They told him he would have to contact the supervisor for the Southport location, which is me, but I was never contacted. **** was upfront about the cost and what was wrong with the car, and he is able to either, pay the $520 and pick up the car or he can bring us a new clutch and pay us the 1040 for the repair.
  
  Thank you,
  *******************
  General Manager  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2006 Jeep Grand Cherokee to Edwards Transmission on or about 1/14/3024 because my transmission was stuck in 3rd gear what they call lymph modeand they called me on 1/30/3024 and said it was 100% fixed so on 1/31/2024 the manager and his wife came and picked me up at the motel I was staying at and took me to there shop I paid them $1,763.38 and they gave me the keys I go jump in my Jeep and head down the road and just like it was when I brought it to them it was stuck in 3rd gear like they never touched it so I turned around and drove the jeep right back to the shop and told the guy Its still stuck in third gear. I thought it was fixed? He said It was yesterday And see the thing is is they knew that I was from ******** and had to get back home which was 3 1/2 hours away as soon as possible. so I actually drove 3 1/2 hours home to Illinois stuck in third gear. I got under the jeep when I got home and looked and there was absolutely no signs that anything was done and they said they put a new transmission solenoid in it and there would be signs that this took place. The fact that I am a disabled man So I was a disabled out of ****** and I was treated unfairly because of this. I asked for a refund or even a partial refund and never heard back from him.

  Business response

  05/30/2024

  Good afternoon,

  The vehicle came to us in limp mode. We scanned the computer and tested all electrical and hydraulic systems in the transmission. We replaced the transmission solenoid pack and the electronic control module on the vehicle due to codes and testing showed loss of power to transmission and bad solenoids. We also told customer we do not know if there is any damage internally to the transmission from the parts that were bad and would not know until repairs were completed. Once the repairs were completed, we drove and retested transmission.The transmission worked and it passed all tests. After the customer picked it up, he came back later stating that the transmission was back in limp mode. We told him that we would need to do some more testing and see if the transmission has internal damage or any other electrical issues. Customer refused to leave the vehicle and drove it with an issue. We cant repair a vehicle we dont have in our possession and after driving all the way to ******** that way I am sure the transmission is damaged beyond repair. The parts that we replaced are under warranty and if they are bad, we would be glad to do the repair under warranty.We just need the vehicle to test and find the issue. 
  
  Thank you,

  
  *******************

  GM, ******'s Transmissions

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jeep was taken to them August 20,2022. I was told I needed a new engine. Made a deal with the manager to make payments. Once I paid half, he would order the engine. I stayed in contact with them the entire time. They did not order engine as we discussed. Which was not a big deal. Everything was paid off March 14, 2023. In June, I was told they had the wrong engine. Within a week time they had the wrong engine sent off and the correct engine in their warehouse. I kept getting told different timelines of when will be done. I kept getting the run around from the owner. When I did talk to him, he made it clear they were going to go pick up my engine and made it seem like my Jeep is a priority and will be done CORRECTLY and SOON. <-that was in August. I still keep getting different reasons why the Jeep is not finished. I get told that so and so quit, have other cars to work on, nobody here can work on engines, etc. This is my daily driver, this is not a project Jeep. I talk to the manager almost weekly, if not couple times a week (and have through all this). It is always a different story. They helped me in the beginning with accepting payments. They have done work for me before and I've never had this issue. I took my jeep to them because I trust the manager. I have offered to help in anyway I can. I have even bought parts myself and taken it to them to help them move along. However, I need my Jeep back. If can't finish job, take it somewhere else. They have more than one shop or outsource it. I need it done and I need it done correctly.

  Business response

  10/16/2023

  Please see attached.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I got my 2015 Jeep Wrangler transmission rebuilt at Edwards Transmission on **** ************ June. Less than a month later on my birthday (July) my truck broke down on the expressway out of town in *********. Upset, disappointed, and traumatized (stuck in a rain storm) were my emotions. Got a tow to my fianc house. Contacted the owner at Edwards on Shadeland of this negligence on their part, plus Im stuck out of state for 2 days. ***** said that I will be reimbursed for my expenses of getting the truck back to Indy to them to repair on my warranty. So I borrowed over $700 with the understanding that it will be reimbursed back to me from my loaner. My expense getting the truck back was over $700. I provided receipts of the ************ tow equipment, tow from off the expressway, and gas. I was told checks are made Wednesdays. Im not even going to mention my PTSD flaring up behind this. My truck has been with Edwards now 2 weeks, no check, Ive missed revenue because I have no transportation to work and cant afford to rent a car. A loaner car or rental car was not offered and or not apart of warranty. *** considered doing a small claim to retrieve all that I have lost and more including the mental anguish Ive continued to suffer but I really want this company to do the right thing which is reimburse my money and repair my truck ASAP. This is a major setback! As of today 8/11 my truck is currently being repaired and I should have it in a day or two but no reimbursement check. I need my money!! I really hope that I dont have this issue again, so ridiculous!

  Customer response

  08/24/2023

  As of today, August 24, 2023 I have not heard from Edwards Transmission on ************ regards to my reimbursement check. On 8/12/23 I picked my truck up from Edwards Transmission. The repair was completed. I inquired about ***** (owner) and was told he was away until next Tuesday. On Thursday, 8/18/23 I showed up to Edwards transmission on Shadeland to talk to ***** about my reimbursement check. He was mysteriously not there, after I was told he was around the shop. I just want my money that all! 

  Business response

  10/17/2023

  She towed her vehicle back to our shop with a tow dolly she rented from u haul. Upon arrival we checked out her jeep and discovered the transmission we had repaired had failed. We honored her warranty and fixed it within a few days. She wanted some reimbursement for her expenses for the rental truck and gas. Our warranty does not cover any of those expenses as I explained to her but I said that I would see what I could do. I decided to give her a check for 700.00$ in which she has received. I have not heard from her since so I assume everything is okay.

  Thanks for your help
  

  *********************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/2022 the 4th gear on my truck started slipping so badly that the transmission needed repair. I took it to Edwards ******************** location at 2 Gasoline Alley, ************. Im from out of state.********************* owns the 2 Edwards Transmission franchises at ************************************* and 2 Gasoline Alley.************************* is the branch manager at the 2 Gasoline Alley location.About 2 weeks later ****** called and asked for authorization to remove and diagnose the transmission for $595.00. I gave the verbal authorization.On 1/5/23 ***** called to let me know that the transmission was needing a rebuild for $8500.00. And that it was going to take 4 to 6 weeks due to waiting for a valve body from *****.I researched the issue and shipped a new transmission to them, which arrived on 1/9/23.****** indicated that installation would be completed on Thursday afternoon 1/12/23. I flew to **** and arrived on 1/13/23. The new transmission was still standing on the floor.I opted to have the truck and transmissions moved to ***************** in **************** to do the work. They did it in less than a day.***** (via the service managers cell phone while on speaker phone. The service manager and the mechanic heard the conversation) demanded a $1,000.00 cashiers check for removing and diagnosing the old transmission before I can get the truck removed. This is even though their website says you can pay with a credit card (right next to the BBB logo).I paid the $1,000.00 because I didnt want to get into a fight, I just wanted the problem fixed.I need $405.00 ($1,000.00 minus $595.00) to be refunded.

  Business response

  01/27/2023

  Please see attached.

  Customer response

  01/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company has not addressed the issues of the dispute.

  I have not received the refund that I have requested.

  The company made no effort to come to an agreement in their response.  They only directed personal insults in their rejection.  Their response speaks for itself.
  
  Regards,
  
  *******************

  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has multiple complaints and reviews of theft and poor customer service. We took our vehicle here and paid them $2,800 to repair my vehicle. They kept our vehicle for two weeks. When it was finally ready we didnt even make it a mile away before it broke again. They never fixed the issue. I asked them for a refund and they refused. **** is the manager and is extremely unprofessional and racist. He thought my concerns were funny. Not only that, but he steals from almost all of his customers. Read the reviews. Since I called the police on him he is refusing to fix my car and still n did not give me my money back. I had to pay $300 to have the car towed to another shop and have to figure out how to come up with the money to fix my car. I just spent $200 to have it towed to his shop. I cant believe this is happening to us.

  Business response

  03/24/2022

  ************** is not our customer.

  Customer response

  03/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear

  Hello, you did not complete any work done to my vehicle. This is just receipt of the funds that I paid. I was a fool to pay you in cash, in fact if I had paid using a card I could have disputed the funds. Since, you do not want to provide me back my funds I will just seek a lawyer within small claims court. You did not complete the work that was requested for my vehicle, I Had to take my vehicle to another shop to have it repaired. The only reason you are still in business is because you scam customers. I should have stayed away when I read your reviews. 

  Regards,
  
  ***************************

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Edwards installed a remanufactured transmissions and torque converter in my truck. The very first day I picked it up it has a shudder feeling in the gas pedal that was not there originally. I have taken my truck back to them 5 times and they still have not fixed the problem. **** the manager took my truck on a test drive and wrecked my truck also. The body damage is fixed now but the original shudder issue is still present. Everytime I take my truck back to them they tell me its an issue with the motor misfiring. I have taken my truck to multiple other service centers and they find no issue with the motor and they tell me its an issue with the torque converter. I paid extra money for the 36 month warranty and Edwards still wont fix the issue. I have talked to ***** the owner but he is avoiding my calls now and not returning text messages. This place seem to be in the business of hustling hard working people with super high prices and shady work. Im under the impression that they never even replaces the transmission or torque converter and charged me $5,500 for doing nothing. **** is very dishonest and gets aggressive with you with his gun on his hip if you confront issues. Looks like I may have to file a civil lawsuit. Truck is at ***** now. Building a case. Hopefully the justice system helps me stop this terrible practice and shady work. They are coming up with every excuse not to honor the warranty on the work they did. They come up with a new excuse everytime and I have documented proof that there are no other issues with my truck except the torque converter which they sold me and installed and is still under warranty. I am not even 1 year on a 3 year warranty and only 6k miles on a 100k warranty. This issue has been there since the first day I picked my truck up and East was center an issue when I first took it to Edwards.

  Business response

  03/29/2022

   

  Please see attached response.

*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. ↩