Dodge van had rebuilt transmission put in for $3,774. Van still experiencing same issues as when I took it in for repair. No compensation from Tuffy.
On vacation 7/21/2014 dodge van Ohio plate dukXXXX Xd4cp45r46bXXXXXX had shuttering between 8-10 mph and sporadic shuttering at approx. 40mph. Explained problem to Kendall at Tuffy Auto in Destin. After approx.20 minutes was advised new transmission was needed. Mechanic *** showed me trans. mission fluid which appeared deep red in color. *** said color was dark and dirty indicating worn parts in transmission. I asked if it would make it back to Ohio, he said "there is no way to know if the van would make it 1 mile or to Canada." I agreed to have new rebuilt transmission installed at quoted price. Picked up van 1:30 pm July 25. Paid $3773.44 to ***** using US bank visa. When leaving the van barely started (this was later determined by an Ohio mechanic to be Tuffy's failure to properly hook up a negative battery cable). As I left Tuffy, I quickly realized the van was exhibiting the same symptoms Which I brought it in to be repaired. I called Tuffy and returned to the shop. I drove the vehicle with the mechanic *** who did the work. *** could feel the shutter/hesitation at 8-10 mph, but said it was a normal gear shift and the " new transmission would break in and perform better after being driven XXX-XXXX miles". Traffic was heavy on state rt#98 and we were not able to get the vehicle up to 40 mph to check the vehicle performance at that speed. When back, I asked ***** for a work order on the repairs. He said he did not have one, but he hand wrote on my invoice, which I have , Broken Snap Rings All New Clutch Torque Convertor. I asked ***** to see the old parts which were replaced he replied "we don't have them". I left unhappily after being assured the 3 year warranty was good at any Aamco nationwide. Apparently Aamco had rebuilt the transmission and Tuffy put it back in. My family left the next morning at 3am heading home to Cleveland.The van immediately exhibited same symptoms we had just paid to have repaired. Made a few stops on our 16 hour drive home and left car running when possible to avoid car possibly not starting again (battery cable issue I spoke of earlier). Van was taking 4-6 turns to start. Arrived Cleve. approx. 7pm and took van to my mechanic next morning. Paid him 30.00 for battery cable and test drove. He felt it was a transmission issue but not something he could work on. I called US Bank to stop payment but was told I could not because I pre-authorized so I had to wait for statement to challenge . Called Tuffy who referred me to ******** ********** , director of guest services, at X-XXX-XXX-XXXX ex. 115. I explained my issue and she said I had to go to Aamco where the warranty was. Aug 5 I picked up van at Aamco 5911 Brookpark rd. Spoke to mechanic *** who stated it was not a transmission problem. Information from Aamco was sent to ******** and she was given ***'s number. Called ******** approx15-20 times left multiple messages. Finally talked to her and she talked about arbitration and told me to contact bbb, but would not compensate me. I challenged bill with visa who I sent numerous documents including a 3rd party estimate $1XXX-XXXX. which stated original repair facility is responsible. Visa negotiated with little success, but eventually Tuffy case number XXXXXXXXXXXX sent me a letter agreeing to pay me $680.89 labor costs. I was not happy but said ok. Surprisingly my credit card was rebilled the same amount 3773.44 without the $680.89 deduction they agreed to. Spoke to ******** ********** on January 27 and she said the check would be sent. Called numerous times since then , left messages, no check no response. From my perspective my family is out $3773 and have a vehicle which was not repaired. Either Tuffy's diagnosis was incorrect or the repairs done did not fix the problem or were not needed. The Tuffy organization, particularly ******** **********, have acted unprofessionally and dishonestly in addressing my complaint. Your consideration in this matter is appreciated. Thank you.
Based on the fact the vehicle's problem that I took it in for was not repaired, from my perspective a full refund of 3773.44 would be equitable. I don't dispute that some sort of work was done on the vehicle. However, it should not be my loss if Tuffy misdiagnosed the problem, performed a repair incorrectly, or simply repaired something that did not need to be fixed. The bottom line is I paid 3773.44 for fixing a problem which still exists. In addition, I have wasted countless hours calling (with almost always not even the decency of a response) trying to come to a settlement with Tuffy's ******** **********. Add in the anxiety of my family driving home 16 hours in a vehicle not performing normally that we were not sure would restart when shut off to get gas. On top of that, the time getting estimates, borrowing a vehicle, writing down and mailing/faxing information has obviously been a major headache and cost to us. That being said, we would be willing to accept an amount in the $2,500. neighborhood to settle this and finally put it to rest.
Thank you for presenting us with Mr. *****'s complaint and allowing us the opportunity to come to a resolution. Mr. **** ***** brought his 2006 Dodge Caravan to our Tuffy Auto Service Center in Destin, FL because he was experiencing a shudder when shifting. Our technician, ******* test drove the vehicle and determined that the vehicle shuddered at every shift. Upon inspection of the fluid in the transmission, we found the fluid burnt.
At this point our service center contacted AAMCO and Charlie from AAMCO suggested that the transmission be re-built. We utilized AAMCO's expertise and labor to repair the transmission. We took the transmission out of the vehicle and sent it to AAMCO. AAMCO then tore down the transmission. After tearing down the transmission, they found the snap ring was broken and all clutches were burnt. Due to their findings, a complete overhaul of the transmission was performed. These parts were replaced: filter, snap ring kit, solenoid block, output speed sensor, input speed sensor, torque converter, and a banner kit. After repairs, the vehicle was not experiencing the shudder, and the guest left with the vehicle. (Please see attached letter from AAMCO). The guest paid us, and we paid AAMCO for the outsourcing of the transmission overhaul.
Mr. ***** contacted us after returning home to Ohio, stating that he was experiencing the same issue. We recommended that he take the vehicle to an AAMCO near him, as the work was warrantied through AAMCO, as they have performed the work in tearing down the transmission and replacing the parts of the tranmsission.
*** from the AAMCO in Parma, OH looked at the vehicle and found only a technical service bulletin for the reprogramming of the Powertrain Control Module, which may fix the issue. (See attached Bulletin). Mr. ***** called us after his findings, stating that a transmission overhaul should not have been done or was not needed. When we spoke with ***, he stated that upon his investigation, he found the new parts installed and working correctly, and the only thing that needed to be done to resolve the problem that he observed was the reprogramming. He stated that he could not determine if a transmission overhaul had been needed, because it had already been done. He did agree that if the vehicle had come to him with the original issue that he would have had to tear down the transmission to determine its condition. Due to the dirty transmission fluid, the condition of the clutches, and the broken snap ring, Mr. ***** would have continued to have problems shifting, until the vehicle was unable to be driven, if the programming itself was only done.
After reviewing the 3rd party diagnostics, we still do not have a verified problem. The diagnostic does not list a reason for the continued issue, nor a resolution. There is still not proof that the original work completed in the overhaul of the transmission is faulty or causing the issue. With the work completed by AAMCO, the warranty for any continued issues is held by AAMCO. When the AAMCO from Parma, OH evaluated the vehicle, they provided a diagnostic to resolve the issue. In an effort to resolve Mr. *****'s concern, we offered to pay for the repair that was recommended by the diagnostic, which was to reprogram the Powertrain Control Module. Mr. ***** declined. This is a part that is listed on the 3rd party diagnostic as not changed. This is a new issue that does not relate to our original diagnostic. If the repairs that were performed on the vehicle were not done, Mr. ***** would have eventual irreparable damage to his transmission, and would not have been able to drive the vehicle.
Mr. ***** approved the repairs at the time of diagnosis and paid for the repairs after determining the issue was resolved. After contacting us when he returned home, we upheld the warranty provided by AAMCO and suggested that he have the vehicle looked at to determine the issue. At this time we feel that we should not be responsible for any refund to Mr. *****. The repairs performed were necessary and vital to the vehicle's drivability. When Mr. ***** found the new diagnostic, he felt this was evidence to show the repairs were unnecessary. Through our investigation, we find no cause to show that our work is at fault. This is an unrelated issue. We will continue to extend our offer to pay for the reprogramming of the Powertrain Control Module.
Mr. ***** decided to contest the charge through his credit card company. As stated above, we initially did not agree to charge back, and communicated to the credit card company the same as listed above. After discussion we offered this: because we value Mr. *****'s business and want to come to an amicable agreement, we offered to pay for the reprogramming of the Powertrain Control Module or the labor costs to re-install the transmission. The labor costs are $680.89. There has been no reason to believe that the parts or installation are cause for the issue he is experiencing now. It was at this time, we did not hear from the credit card company again and we considered this matter closed.
On February 10, 2015, Mr. ***** contacted me in regards to the issue, stating that he would just like to put this matter behind him. He apologized for his attitude in the beginning of the complaint, and asked for us to consider or original offer we made through the credit card company. Because we stand behind our work, I told him we would uphold our offer. I told hime we would need to issue him a check. Mr. ***** agreed to accept a check for $680.89. We issued the check on March 5, 2015 and sent it to Mr. ***** on March 6, 2015. At this time, we feel we have fulfilled our obligation to Mr. *****.
, the facts stated from Tuffy are not true. They continue to state that after I picked the vehicle up I was satisfied. This is totally untrue/. After picking the vehicle up I called within 10 minutes and returned to the shop unsatisfied. As my detailed paperwork explains the mechanic told me the transmission would break in after driving it. The vehicle still today displays the same symptoms as when I took it in and no check was sent or ever received by me. Please call at your conveinence .