Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The truck went in the first time 5/6/24 for transmission rebuilt. I paid $3,291.14 at the time of first pickup. Warranty of 12 months or ****** miles. Was returned and I put 300 miles on it, I was towing a trailer and it went out, I than had it towed back to Quality Transmission for repair, again and it set there for almost 3 months. They perceeded to tell me they had to get another rebuilt transmission, the person in the office said they were getting a used transmission out of ********. When I picked it up I was told it was a rebuilt. They don't have there stories straight. I drove it around town for another 300 miles and took it on a road trip and it started leaking oil again. I don't think they put new parts in or even rebuilt it. i don't wish to take it back there. i need $5,000 or $6,000 to get it done right somewhere else. i don't feel that I can trust them to get it done correctly.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish I got good service like others seemed to have. I took my car there to have the ****** worked on/replaced. I took it there Aug. 22nd. It sat for a wk or so until we decided to have it worked on. For 2mnths it was 'getting worked on'. I called frequently to check on it and got a run around. The receptionist would claim she would call back or 'someone' would with the progress and that RARELY or EVER happened. After waiting mnths they finally got it back to me and the ****** they put in it leaked all over the driveway the next day. We took it back into the shop a wk before Thanksgiving, again, and due to the holiday they were already closed a few days that week. They closed last min a few times for various reasons, never seemed to answer the phone when called. I had to leave a few messages and in time I did become very frustrated with the 'phone tag' game that was being played. They claim to have called back and they did not, but a few times when I was already put off. I just got it back yesterday, wks after it being taken back, and the ****** put in it again leaked all over my driveway worse than when we took it back the first time. I DO NOT recommend them. The receptionist isn't helpful and they obviously botched my ****** job and it was a waste of money. Got the car back worse than the condition I took it to them in. ?? When I took my vehicle to them it did not leak anything. Now it leaks transmission fluid after 2 transmission replacements and almost 4mnths without a vehicle and a run-around. Can't even drive my car after paying to have it fixed and I'm told I have to take it somewhere else bc I was 'rude' after constantly being put off. I should have a working vehicle not something I cannot drive.

  Business response

  01/31/2024

  I am sorry that ******* feels this way however she was not the actual customer **** was. I communicated with him more than her and at times left messages for them and did not receive calls back. 
  **** chose to have a used unit rather than a rebuilt in attempt to save money which I explained to him at that point the risks of it. One of which is it had a part only warranty. Once we were notified that it was leaking, I had another unit delivered. We could have charged them labor due to the fact of only having a warranty on the part itself however to help the customer I did not charge them anything. 

  Customer response

  02/06/2024

  Yes, I am the legal spouse of *********************. We have records of communication and they did not call or leave messages with him as frequently as stated.  They were avoiding his calls in which I stepped in to try and gain a reply from them.  

  I understand the warranty and that it was a parts only, but even upon taking it back and having it an additional few weeks they didnt fix the issue.  It was given back with the same issue.  So what exactly did we pay for outside loosing my vehicle for 3 months and having to become a nuisance to get any type of response. The vehicle was returned unfixed and both times with a leaking transmission. 

  Business response

  02/18/2024

  I am sorry to hear that youre used transmission is leaking unfortunately that is a risk you take when purchasing a used part and your husband was made aware of this prior to deciding which way to proceed. we were never made away that the replacement had started leaking or that you were experiencing any problems with it. Also it is not a companies fault when a used part is faulty and a replacement has to be shipped to us in order to be replaced. In an attempt to help the customer out when we did replace the leaking transmission we didnt charge any labor. The company will not be offering a refund on a used part replacement. 

  Customer response

  02/26/2024

   
  Complaint: 20965265
  
  I am rejecting this response because:

  They were told by Mr various times it was leaking and it was brought back to them due to the replacement leaking.  Then you stated you were going to fix the leak upon it being brought back before Thanksgiving, worked on it for 2 wks, and still returned it to me leaking, because I kept calling and asking the progress of this.  I'm asking for a refund because I did not pay to drive around an unfixed car.  When purchasing a used part for a customer, We shouldn't have to get a part that doesn't function and be told we are stuck with it because you don't wanna properly provide customer service.  You didn't charge labor on the used part, because you knew it was leaking. You knew it was leaking prior to giving it back to us and chose to still proceed to tell us it was fixed. Your company is a scam. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2022 we were referred to Quality Transmission for a transmission rebuild in our 2017 suburban. The rebuilt transmission had a ****** mile/one year warranty. March 2023, we started noticing at certain speeds the car would vibrate and make sounds similar to running over rumble strips. I immediately got it in to my mechanic and they were unable to find any issues or hear or feel the vibration. When scanned for diagnostics, no codes presented. A few months went by, the sounds became more consistent. Also, when accelerating from a stop, I would feel a jolt of the car. I had my mechanic drive my car for a day to experience what I was hearing and feeling, after witnessing it and more troubleshooting, he felt it was the converter locking up. I called Quality Transmissions and they scheduled an appt. The owner called me after looking at paperwork from May 2022 and asked if we got the misfires checked; they told us misfires were detected and must to be fixed after transmission was rebuilt. The day after picking up car from having transmission rebuilt, the car was taken to our mechanic and no misfiring was detected. My husband picked up the car and was shown data by owner that he explained showed misfiring on a few cylinders. I reported this back to mechanic and he confirmed no codes were detected and misfires would not cause the car to make noises or jolt from a complete stop. I then pursued a second opinion from another mechanic, paid $700 for a tune up and full evaluation and response was consistent with first mechanic. Another call to Quality and have not heard back from them two weeks later. This is not a warranty dispute, I just want the transmission to be reevaluated and confirm if the new torque converter needs replaced. I feel as if I am being pushed around by Quality Transmission. After my experience, I have learned of 3 other instances where others have been dealing with the same responses from Quality.

  Business response

  08/21/2023

  In response to her complaint. I did ride with her husband and show him the data in regards to the misfire. I will not debate what another mechanic says but from my 40+ years of experience a misfire can not only cause problems with a transmission, it can completely ruin it which is why the misfires were noted on the original paperwork. I am sorry she feels she is getting pushed around by my company, we have tried to call her back but we were unable to leave a message. The vehicle is not covered under warranty so between that and her attitude towards the office lady/company I am hesitant to continue working on her vehicles. We will attempt to call her this week and notify her that we recommend taking elsewhere to have her vehicle needs serviced as we no longer feel it is in either one of our best interests to continue this work relationship.

  Customer response

  08/22/2023

   
  Complaint: 20477647
  
  I am rejecting this response because:

  It is unfortunate that Quality Transmission feels I had an attitude, I had not talked to anyone in great detail since they called me back yesterday morning and told me they were not going to do business with me with no reason other than what was provided in this response which I received back just a few hours after the call. My interactions with the front desk have been purely me leaving voicemails requesting someone to call me back or her calling me and telling me someone will call me back and I have been more than patient and not demanding or showing attitude so not sure if I am being confused with someone else. My response yesterday to her telling me I had to find someone else was frustrating and I am sure she could hear that in my voice, however, I never got loud, never rude - I mean how are you supposed to respond that type of call? 

  I told her I believe this was big misunderstanding on what I was asking for and what the company thinks I am asking for. I am not looking for warranty covered service, I know I am out of warranty but I also know I need to have the torque converter looked at and I knew if it was indeed that, I would be forking over more money to have it replaced. I paid to have the tune up done last month that supposedly corrects the misfire data just as suggested, all the steps were followed. If you think I had attitude you have my voicemails, you can listen to them and see for yourself I was patient and kind. 

  I hope this is not a norm for your business model and that my case is an oddity because treating customers like I was just treated is uncalled for and very unfortunate. I will do what you asked and take my business elsewhere. 

  Best regards, 

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

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