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:12/19/2024

  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.

  On September 19, I brought my car to Ace Transmission for a suspected speed sensor issue. My wife was quoted $400-$500, but the estimate quickly escalated to over $900 within days. I was assured the repair would resolve the issue, but the check engine light reappeared after the first longer drive. On October 8, I was informed the real problem was the transmission. I was quoted $2,500-$4,200 for repairs and paid $925 for an inspection, which would apply to the repair if we proceeded. A week later, I was quoted $5,319far above the original range. It was only then I learned the earlier estimate excluded labor to remove and reinstall the transmission, a critical omission that impacted my decision-making. When I sought clarification, I was told it was "the customers responsibility" to understand these costs were not included. 1. Cost Overruns and Miscommunication: Repair costs escalated far beyond the quoted range, with key details omitted. It felt like a bait-and-switch after committing to the $925 inspection. Other shops confirmed this is not standard industry practice. 2. Delays and Poor Communication: Time estimates were missed repeatedly, requiring constant follow-ups. We were also not informed until arrival that a 3% fee would apply for credit card payments. 3. Unprofessional Behavior: During discussions, **** made inappropriate remarks, including, Your wife was out of line, and, You should have just come in here alone so we could discuss this man to man. After payment, he whispered, Call me on Monday, and we can try to make a deal, hiding the arrangement from my wife. 4. Revoked Resolution Offer: **** offered a $250 check to resolve the issue but revoked it a month later, claiming I had "missed my chance" by not coming in sooner. I request Ace Transmission split the $1,855 total cost. Due to unclear communication, I was unable to make an informed decision. I hope this complaint promotes better accountability/transparency for future customers.

  Business Response

  Date: 01/07/2025

  The owner (**** ****) attempted to repair the vehicle before he brought it to Ace. Once his attempt went wrong,he brought it to Ace. The vehicle a 2008 ****** Sienna with ******* miles showed many shoddy previous repair(s) which indicated to me (my opinion) that the owners wanted repairs to fit what they wanted to pay, not what it would actually cost to repair it properly.  There were many repairs that needed to be address. These were identified to them before any work was started in an attempt to dissuade them of any repairs.
  Ace worked for their benefit, but once what they wanted accomplish was not possible (a simple repair) they began the blame game. Aces guilt is that Ace tried to repair it cheap for them,which begin the rabbit hole of Ace going above and beyond common sense to help them out; and as in this case, as in most all situations like this, it ends up a bad result (it still did not solve the problem). I did explain to them beforehand this could be possible before we started the work. They then turned on *** attempting to pressure Ace to repair their vehicle for the amount they wanted to pay and when *** refused, they threatened generating a negative survey on Ace.
   Ive seen this type of person(s) come into Ace from time to time. They want repair shops to be responsible for their vehicles and its repairs when they are the ones solely responsible for their own vehicle! *** did not design the car, *** did not build the car, *** did not buy the car, Ace did not drive the car and Ace certainly did not break the car.
  What I have observed about the character of both these individuals **** and ****** **** is that they are intellectually dishonest and cannot take NO for an answer. They attempted to manipulate me;presenting themselves as sophisticated and proper (at least in their minds) as they verbally bullied me in an attempt to get what they wanted. I decided not to accept this attack, because I knew Ace acted in their interest (until they started the blame game) above Aces.  
  Once they did not get any money,they made the complaint (weeks later on the same day I told them no). I have no respect for either of these people. I wish a site for businesses was available for persons like this so *** could complete a survey and make a BBB complaint on them, for sure it would be less that one star.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22708932
  

  While I appreciate your perspective, it is disappointing to see such a defensive and accusatory tone, as it detracts from the substantive issues raised in my original complaint. I would like to focus on the facts and highlight the specific concerns that remain unaddressed:

  Cost Overruns and Miscommunication: 

  My primary concern is the lack of transparency regarding the costs, particularly the omission of labor charges for removing and reinstalling the transmission. This omission had a significant impact on my decision-making. Your response does not address why these critical details were not made clear upfront, nor does it refute the perception of a bait-and-switch tactic.

  Additionally, the repeated escalation of estimatesstarting at $400-$500 and ultimately reaching $5,319was never adequately explained. Other repair shops confirmed that excluding such essential costs from an estimate is not standard industry practice.
  

  Delays and Poor Communication:
  

  Your response does not address why estimated timelines were repeatedly missed or why I had to consistently follow up to receive updates. Transparency and proactive communication are key to building trust with customers.
  

  You also failed to acknowledge the surprise 3% fee for credit card payments, which was disclosed only at the time of payment.
  Unprofessional Behavior
  

  The personal attacks and inappropriate remarks made by **** during our interactions remain unaddressed. His comments, such as referring to my wife as out of line and suggesting a man-to-man discussion, were unprofessional and insulting.
  Similarly, ***** whispered offer to "make a deal" after paymentwhile concealing it from my wifefurther undermined trust and accountability.
  

  Revoked Resolution Offer:

  Your response fails to explain why the previously offered $250 resolution was revoked, especially since I was initially told this would remain an option.
  

  Instead of addressing these specific concerns, your response resorts to personal attacks and character judgments about myself and my wife. This is unprofessional and irrelevant to the matter at hand. Referring to us as intellectually dishonest and accusing us of bullying does not advance the conversation or resolve the issues raised.

  I maintain that my request for Ace Transmission to split the $1,855 total cost is fair, given the lack of clear communication, unanticipated cost escalations, and unprofessional interactions. I hope this experience encourages your business to adopt more transparent and customer-focused practices in the future.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/10/2025

  Just proves my point.  I will not comment in this matter any further I have stated my observation...