Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would not recommend bringing your vehicle to this shop for repairs based on my ************* April, I brought my 2015 ****** Frontier in to have the transmission replaced. Initially, communication was fine, but problems arose when it came time to pick up the vehicle. I was never informed that a check engine light had come on following the repair. My wife picked up the vehicle, and only at that time was she told there was a check engine light onsupposedly related to an O2 sensor. She was not knowledgeable about the situation and drove the vehicle home, unaware of the potential issue. In my opinion, the shop should have contacted me directly and should not have released the vehicle with a new check engine light that was not present prior to the repair.I had to pay out of pocket to have the O2 sensor issue diagnosed and resolved by another mechanic.Two months later, I noticed a transmission fluid leak coming from the area between the transmission and the transfer caseagain, an issue that did not exist before the transmission replacement. I brought the vehicle back under the shop's stated 2-year/24,000-mile warranty. However, I was told that if the leak is determined to come from the transfer case, the warranty would not cover the repair or even the diagnostic labor.This is disappointing, especially considering that the vehicle had no such issues before being serviced by this shop. Additionally, when another mechanic inspected the transmission replacement, he noted that the exhaust was split into three parts during installation. The shop should have notified me of this prior to the ********* summary, I am not confident in the workmanship or warranty support provided by this shop. My experience has been marked by poor post-repair communication, lack of accountability, and inadequate warranty coverage. I suggest exercising caution before having major repairs done here.

  Business Response

  Date: 06/12/2025

  Thank you for sharing your experience. While we're sorry to hear that you were dissatisfied, we would like to provide some important context and clarification regarding your visit.
  
  Your 2015 ****** Frontier was brought to us in April for a transmission replacement, and you specifically requested the most affordable option. As discussed at the time, this led to the installation of a used transmission, which only carries a 30 day parts warranty. Our 2-year/24,000-mile warranty applies only to new parts installed by our shop, which was clearly communicated prior to the repair.
  
  After completing the work, we performed a post-repair inspection and noticed an exhaust leak at the ******. We recorded a video of this issue and sent it to you for review. Even though this was unrelated to the transmission work and would normally be a separate charge, we understood your concern over additional expenses and repaired the exhaust at no cost to you. We also have a voice recording on file where we explained the cost-saving approach of welding the ****** instead of replacing the entire front and rear exhaust systems.
  
  Regarding the check engine light: following an extended highway test drive, our scan revealed a pending code related to one of the four oxygen sensors. There was no visible damage to the sensor, and the check engine light was off at the time of pickup. However, we responsibly informed the person who picked up the vehicle that if the light turned on, the O2 sensor might need to be replaced. Its important to note that this issue was not directly related to the transmission work.
  
  On the communication side: your email came in at 6:21 PM on Friday, after our business hours (we close at 6:00 PM and are closed on weekends). We responded the following Monday morning, reminding you that email replies may take up to 24 business hours and encouraging you to call for urgent matters. Despite this, we received additional emails, which we did respond to as soon as possible.
  
  Most recently, you returned with a concern about a fluid leak. Our inspection revealed a small leak between the transmission and transfer case, with the fluid appearing to come from the transfer case itself. We informed you honestly and transparently that we would need to remove the transfer case to confirm the source of the leak. While we are happy to help, we were also upfront that issues with the transfer case are not covered under the transmission repair warranty, especially since this component was not replaced or serviced during your initial visit.
  
  We strive to provide honest, transparent, and fair service to all customers, and we believe we went above and beyond in your case by:
  
  Honoring a warranty that is nonexistent,
  
  Providing courtesy repairs not required of us,
  
  Maintaining open lines of communication, and
  
  Offering cost-effective solutions.
  
  Unfortunately, it appears there may have been a misunderstanding about the limits of what is covered, particularly when used parts are involved. We truly regret that this has impacted your trust in our shop, but we stand by the work and communication provided throughout your repair process.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23449752
  

  Thank you for taking the time to explain the situation.

  However, I would like to clarify a few key points.

  
  At no point was I informed that a used transmission only carries a 30-day parts warranty.Please refer to the attached receipt, which clearly states that a 2-year/24,000-mile labor warranty is included.

  
  Regarding the exhaust leak, I do appreciate that the repair was completed at no cost to me. However, during that process, the connector to the O2 sensor was broken.This was not an issue prior to the repair.

  
  Additionally,its inaccurate to say the check engine light was not on at the time of pickup.When my wife came to collect the vehicle, your front desk representative acknowledged that the light was on, mentioned that it had been reset using a diagnostic tool, and advised that if it reappeared, the O2 sensor would need to be replaced. Again, this was not a pre-existing condition before the vehicle was brought in.

  
  It is disappointing that the terms outlined on the receipt regarding the 2-year/24,000-mile warranty do not appear to be honored in this case. My vehicle had no issues prior to the transmission replacement. While I understand that the transmission is used, the warranty should still apply, particularly if new issues have arisen that were not present before the repair.

   

  Business Response

  Date: 06/13/2025

  There is only 30 days warranty on used parts

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My heat was not working and i went for repairs I was charged for a heater core flush that was not done by this shop. They also knew that it was not working when I left. The shop also attempted to charge me extra fees after I paid for the repairs in full when I returned the vehicle for work they did incorrectly.