Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car July of 2021 for transmission issues they told me it was the transmission and they would have to put a new one in. Weve had nothing but problems after it was put it. The car wont drive right I called and spoke to **** the manager and he just made excuses and never really told me what was wrong. The transmission went out in the car again July of 2022. We had it towed in and they kept the car for about 2 weeks or so then called us that it was ready. The car still had issues and we told them about it but they kept telling us that we had to drive it that it would go away. So then the transmission goes out again end of may 2023 we took it on Memorial Day and left it there. We never got a call to let us know what was wrong or what was gonna be done do it. I had to go up there a couple days after and check on the status. I told them I wasnt in no rush I just wanted it to be done right because this was just a headache and waste of money and time with them. **************** the lady up front was kind but kept apologizing for Coleman Taylor not doing the job right. I called again on Tuesday June 6th around 2pm to see what the status was and they told me your car was fixed this morning. Well nobody even called or said anything to me. Anyway the car was picked up Wednesday June 7th around 1 pm and taken home. Only drove it from Coleman Taylor to the house which is like 10 miles or so. Get up this morning and drive it to work and it fails again saying transmission hot idle engine. Im very frustrated with them I spent over **** for something that they claim they put a new transmission in which come to find out they rebuilt it. Im just over this they need to get this done right.

  

  Business response

  06/22/2023

  Ms. ********* 2011 Buick Regal was towed into our shop and diagnosed free of charge in July 2021. At that time, we found an internal mechanical failure requiring a rebuild of her transmission.  Customer agreed to the work with clear communication of the price and service recommendation.  We rarely use the word New transmission since it is extremely rare in our industry that New is an option.Unfortunately, in July of 2022 one year later, her transmission failed again.As per her warranty, we removed and overhauled her transmission again. Multiple failures, even spaced out, are unusual, but the transmission did fail again 11 months and ********* miles later in June of 2023. At this point it was determined that we needed a fresh transmission since her original seemed destined to fail every year.  ******************* transmission has been exchanged, and apparently working well now.  We started her warranty over and hope that she has many years of trouble-free transmission operation.  When dealing with man made parts, sometimes challenges arise out of our control. Which is clearly what has happened this time around.  What is under our control,is keeping an open, clear communication with our customers.  We use each day and situation to improve our customers experience, this situation will certainly be no different.   We appreciate Ms. ********* business and dont expect any further problems, but should a problem arise, her warranty has restarted, we certainly will address the transmission issue immediately to get her on the road quickly and safely.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Coleman Taylor Transmissions to repair my vehicle. I was originally quoted 10 days for them to complete my repair. The repair took well over the 10 days originally quoted to complete. I picked up my car right around 30 calendar days from the notification I received that it was complete. I spoke with the manager multiple times within that month regarding my vehicle and picking up. I had to sell a vehicle to pay for the repair, but since it took longer than the 10 days; I had to wait until it was repaired to sell. If not, I would not have had a vehicle and they could not give me an exact date it would be complete. The manager did explain that they could start charging storage fees on the vehicle. I was aware of that, but not that they had already set the paperwork for a mechanics lien until I went to pick up. I had to pay an additional $500 for this fee to receive my vehicle. The store could not provide paperwork where the lien was submitted when I requested it. I also checked with the state and county the repair shop is located and they did not have records of the lien being submitted.

  

  Business response

  08/25/2022

  We understand how frustrated *********** feels when her original delivery date of her vehicle was not met at the time quoted.  Unfortunately, sometimes unforeseen delays come up that are beyond our control. Some products and necessary parts have taken longer to deliver in the last two years, or we have to find a specialty part from another supplier.  We certainly want to get the transmission on the vehicles we service, in complete good working order and road worthy, before we release it to a customer.  If its not,it will take a little longer until the problem is solved.  We also have limited space; we simply cannot store vehicles that have been repaired and ready for pickup.  Some city or county ordinances will only allow a certain number of vehicles on our lot, to which there are fines we must pay if we are in violation of those ordinances. 
  We are sympathetic to ************ financial situation, and wish to resolve this situation, so after reconsidering, we will refund the ************' fees.
  We appreciate her business; our shop is happy to help if she has any other transmission needs.
  

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